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