DM - Customer Service - FMCG

A leading organization in FMCG sector is looking a person for the position of Dy. Manager- Customer service based at Kolkata. Please find below the details:

LOCATION: KOLKATA

SALARY: 18- 20 LPA

ROLE: Dy. Manager- Customer Service

EDUCATION: MBA- premier B school

PLEASE NOTE: Candidates from premier B school from 2010 batch only are considered.

KEY RESPONSIBILITIES:

Customer Service:

- Manage Order generation & Servicing process - thru ASR for General trade, Customer Orders for other channels and resolve issues.

- Out of stocks at Distributor - Ensure no out of stock at distributors thru right order generation by maintaining right distributor’s parameters (Pipeline Inventory norms, MOQ, Transit time etc) in automated order generation software (ASR) through periodic review with the Regional Sales Team

- Service level performance management – Reporting KPIs like Case fill rate, OTIF & driving improvement actions to achieve KPIs as per targets.

- Managing separate Channel based Customer Service requirements – for Modern Trade & alternate channels by proper order tracking, servicing & engagement at mutually agreed frequency.

- Driving Billing efficiency with Warehouse Teams.

Inventory Management:

- Stock availability - Perform efficient stock tracking, liaise with Supply planners to ensure timely availability so as to avoid any order loss.

- Intra region Inventory rationalization- Plan and execute IUTAs to avoid OOS at situations at Depots

- Obsolescence & Write off Management – Periodic review of aged stocks and agree liquidation plan by engaging key stakeholders like Supply planners, Brand team & CMT.

Forecasting:

- Interface with Regional Sales teams and Demand Planner for accurate regional forecasting in alignment with the overall Sales strategy.

- Prepare primary forecast data basis secondary inputs along with pipeline norms and ageing of stock for all base SKUs and NPIs

Performance Management:

- Review OTIF and Fill rate of GT/CSD/MT separately on monthly basis and ensure corrective measures.

- Review Distributor OOS status every month and ensure corrective measures.

- Review Depot OOS status every month and give feedback to Replenishment team for corrective action.

Project Management :

- Support the regional Manager in driving various projects in the region from time to time

Key Behavioral Competencies Required:

Flexible Thinking

- Seeing issues from many different perspectives and comparing the pros and cons of at least two feasible options prior to implementation.

Customer focus

- Ensure that all needs and expectations of both internal and other functional customers are met.

Continuous improvement

- Plan and drive improvement on a continuous basis to achieve excellence..

Interested candidates are requested to share their resume ASAP

Contact No.: 02066200361

Priyanshi