Asst. Manager/Manager Customer Service
Location
Mumbai | India
Job description
We have a suitable opportunity in the Supply Chain division for the position of Asst. Manager/Manager Customer Service . In this role, you will organize the Customer service function to drive excellence in Order execution, enhance order status visibility and ensure continuity and quality of the service to Customers, while optimizing costs . You should have 5+ years of professional experience with FMCG/ FMCD . The location of the job will be Mumbai .
Key Job Accountabilities & Deliverables:
- Drive Excellence in Customer Service with a focus on Order to Delivery timelines, OTIF and the Quality of execution
- Drive analytics in the O2D area, and drive automations and Continuous improvements in the processes
- Enhance Visibility of the order status between the Commercial and Supply Chain teams
- Act as an interface between the Customer care team and the Physical distribution team to optimise the processes and the costs.
- Manage a team of over 15 people working with an outsourced vendor to:
- Ensure Order Entry for all customer orders into SAP, Credit release follow up, Order validation as per set rules, get appointments from customers for delivery
- Create reservations for SKUs that are in shortage, optimise service rate while meeting the Delivery timelines for the orders when releasing the orders to the Distribution Centers (DCs) for execution
- Review and follow up on the order execution by the DCs to meet the customer expectations
- Ensure that all the refusals and returns are acted and SAP transitions are closed for the same in time
- Provide visibility on order execution
- Ensure that the master data is well maintained for order entry activities
- Conduct surveys and measure customer satisfaction with our physical execution and make improvements needed.
Key Skills and Competencies:
- Strong follow up on Order execution
- Management of outsourced team driving performance and productivity
- Continuous improvement mindset
- Make it happen with operational excellence and agility
- Strong knowledge of SAP processes and other systems
- Control risks and operates responsibly
Education and experience:
- Post Graduate / MBA with 3-5 Years of experience in managing warehousing, transportation and Customer service.
Job tags
Salary
