Lead - Customer Services - Logistics Domain

Customer Service Lead Logistics (For 6 Months Contract)

Responsibilities :

Strategy & Planning

- Order management and fulfillment

- Manage the Regional Order desk & Order to Delivery processes for Trade Channel

- Ensure full support to sales team to achieve sales target including sales closing activities

- Order capturing process compliance

- Follow-up through value-chain; facilitate commercial execution of customer orders till completion for trade channel

- Drive operational processes w.r.t. road permit control, C-Forms, credit release, credit notes, damage replacement, claims management, FOC delivery note for short supplies for Trade channel

- Ensure operational settlement of logistics related claims within 15 days and NOC from Trade channel partners

- Regional S&OP for all channels

- Drive regional S&OP by following the calendar and ensure timeliness of activities

- Monitoring Depot services including delivery execution, compliance to van delivery schedule

- Cleaning up of damaged and non-moving inventory

- Overall supply-chain functional responsibility of the region - for all channels

- Follow clearly laid-down processes, maintenance of documents, audit support to achieve zero NC

- Approving authority as per authority matrix, for all channels

- Ensure customer visit of regional SCM team as per plan and action as per feedback

- Settlement of supply chain issues and feedback to RSM/ASM on regular basis

- Take initiatives in driving improvement projects

- Regular review of department operations. Report SCM KPIs on time

- Develop and engage other regional SC team-members, lead by example

Warehouse Management

- Warehouse support and Inventory Management

- Lead warehouse communication / prioritizations / F&D (Forwarding & Distribution) contact meetings

- Audits during warehouse visits

- Drive reduction in held/aging/unaccounted stocks

Customer Service

- Ensure customer satisfaction and proactive communication

- Trade channel customer complaint handling and query handling for orders in SAP

- Lead tactical response to supply chain problems impacting service performance and customer satisfaction.

KPIs

- Order accuracy to measure of inventory on-hand and order pick accuracy

- Inventory turnover ratio equals to cost of goods sold/average inventory value

- On time in full time to measures how often a customer gets what they ordered at the time it was promised

- Capacity utilization for maintenance management and resource tracking.

- Productivity to measure of how well a company's machines, departments and/or people are running