Associate Customer Service Manager

We are seeking an Associate Manager - Customer Service (AMCS - META) with the ability to work in a fast paced and constantly evolving environment where they will be communicating with and working alongside our global team. Reporting to the Head Logistics & Customer Service – SA & META, AMCS - META is responsible for managing daily operations related to the order to delivery process. The AMCS-META manager ensures there is an excellent customer relationship between US customer service team and our META customers. This includes ensuring that all customers receive an exceptional customer service experience, driving continuous improvement initiatives, managing communication chain with sales, demand planning, finance and 3PLs

Responsibilities

• Responsible for overseeing accurate and timely processing of customer orders working with US and UK customer service..
• Monitors orders through fulfillment and invoicing process, ensuring invoice accuracy and timeliness of fulfillment execution
• Ensure appropriate resolution of service requests and oversees management of critical stock issues, shipping conflicts, special requests from customers and product transitions to deliver orders on-time and complete
• Communicate critical information to the customers, sales team, finance and supply chain departments promptly. Collaborate with these groups to refine processes impacting overall service performance
• Responsible for enabling set up and maintenance of all customer master data in SAP.
• Lead scheduled monthly meetings with US and UK to review KPIs and resolve issues that may arise. Job Title: Associate Manager - Customer Service (AMCS - META) Reports To: Head Logistics & Customer Service – SA & META Supervises: NA
• Create and monitor scorecards for all Order to Delivery KPI's: Identify and communicate trends. Recommend solutions or key areas for improvement by Customer by metric. (Fill Rate, TAT, OTIF)

Success KPIs:

• OTIF- Responsible to improve turn around time on Order receipt to dispatch / handover to customer’s FF
• MIS / Data Management accuracy
• Customer complaint resolution.

Skills & Qualifications

• Proven track record of analytical, interpersonal, leadership, and project management skills
• Prior experience and familiarity with warehouse operations*
• Proficient in Microsoft Office (Word, PowerPoint, Excel, etc.), inventory management systems, and warehouse management systems
• Fulfilment managers need the following skills in order to be successful:
• Communication with suppliers, customers, and other members of the team to convey information clearly and answer questions effectively.
• Detail-oriented
• Multitasking capabilities
• Business-level communication skills (oral and written)
• A strong customer-oriented focus

Bachelor’s degree in Business Administration, Logistics, Supply Chain, or relevant field.

• 4-5 years experience in a similar role.

Work Location: Gurgaon / Mumbai, India