Customer Service Assistant Manager at FMCG Company

ABOUT THE ROLE

Lead customer service of Modern Trade & GT customers, delivering end-to-end CS Excellence and improving supply chain NPS.

Key Responsibilities:

The role is responsible for delivering excellence in customer service execution to support top- and bottom-line growth across the assigned customer markets.

. Work with customers to align 4 Quarter rolling forecast and with supply planning to build month, quarter and annual view of supply/service.

. Lead Monthly Demand Review calls with Business team along with discussion on outliers, corrective actions to improve FA.

. Customers Orders Processing, forecast review and ensure daily order drops are minimal along with superior DR%.

. Ensure customers orders are validated on time, reviewed supply, lead time & clean up remnant orders.

. Manage priority or critical orders & inform customers of supply or delivery issues in advance.

. Meet customers monthly to review orders, supply, dispatches, and open issues record actions and resolve invoice, claim, and document issues.

. Coordinating & Ensuring Customers Shipping Documents are On Time to customers as per requirement to achieve Superior DOTIF

. Manage end-to-end customer service, from order processing to investigating and resolving supply chain claims, returns, and refusals.

. Monitor and track Service Rates and devise improvement plan through Loss Tree analysis

. Work with Capabilities team on several system/tools improvement projects

Skills & Competencies

- Strong end-to-end supply chain customer service expertise, with proven cross-functional collaboration, planning, and innovation skills.

- Proven experience in program management and digital transformation.

- Data analytics and visualization

- Excellent stakeholder management and influencing skills.

- Ability to manage multiple priorities in a fast-paced environment.

Qualifications

- Graduate in Supply Chain Management, Operations, or related field.

- 3+ years of experience in supply chain, with exposure to global customer operations

- Experience in deploying digital tools and doing program and change management