Assistant Manager - Customer Service

Job Description

What are the Key Deliverables in this role? Financial Outcomes Review and create loss tree analysis for the fill rates and RCA gap analysis for the region. Drive key KPIs- Fill rate, Reconciliation , OTC and TAT improvement for MT/Ecom customers for the region. Customer Service Engage proactively with regional customers to ensure Fill rate, PDP, TAT is within the set guidelines. Engage with Regional Sales team (ASMs, TSEs, KAMs) Ensure efficient service to customers in the region. Conduct root cause analysis and identify solutions to ensure effective service to customers for the region. Preparation of customer service data for audit requests during quarterly/annual reviews. To ensure the process quality is maintained (e.g. release of blocked orders, refund of advances, Billing and Deliveries to be invoiced) On time Fill Rate reconciliation and Master Data Management Customer wise WOWs (Ways of working) (frequency, MOQ) is adhered to and MOQs maintained. Internal Processes Drive the utilization of the tool and ensure key KPIs are adhered to, which will be fixed from time to time. Manage the timely and accurately posting of incoming Orders through Order Management Tools and SO billing process and Customer Service. Ensuring processing quality is maintained (e.g. release of blocked orders, refund of advances, Billing and Deliveries to be invoiced) Co-ordinate with CFAs/regional KAMs/ ASMs / TSEs to push for liquidation of ageing inventory. Ensure Masters are maintained whilst coordinating with the Stakeholders like S&OP, Sales, Deliver team. Innovation & Learning Engage with the digital team to drive improvements in the tool. Explore the industry trends & developments and accordingly drive continuous improvements. What are the Critical success factors for the Role? Graduate with MBA Prior 3-5 years in FMCG Industry in the areas of CFA, Order Management , Channels Operations. Project management skills is desirable. End to end knowledge of Order, Credit to Invoice process in SAP environment Stakeholder management capabilities; leading the customer service, Modern Trade /Ecommerce. What are the Desirable success factors for the Role? A go-getter who will drive change and discipline in the system whilst ensure Customer First approach. Very high on people management skills. Understanding the sales system. Analytical and problem-solving abilities , with a focus on delivering actionable insights and innovative solutions.