Manager - Customer Service - Supply chain

Order Management / Fulfillment :

- Order Management Process Flow agreement with Customer and Sales

- To ensure highest Service Level in line with Organization targets

- Monitoring and deliver all open and pending order

- Service level Tree / Order Fill rate tracker in place with proper reason to ensure root cause analysis for corrective action planning

- Customer level case and order fill rate to be agreed with sales and customer and monitored on real time basis

Delivery Management :

- Single point interface for all order deliveries and customer related matters

- New customer and product introduction, setting of rules on Minimum Order Quantity/ Minimum Order Value.

- Setup Order management process and align with customer and sales

- Logistics collaboration with Customer and Internal stake holders

- Reviewing Permanent Dispatch Plan and Service level agreement with internal stakeholder at a set frequency

Process and Documentation :

- Customer master and SKU master to be updated on real-time basis in the ERP

- Service Level agreement to be defined for order executive of A, B and C type of customers

- Sales return process to be aligned and agreed with sales and customers

- Non conformities to be tracked and action plan to be generated

Service to Sales Team & Operations :

- Reporting the Service level on a set frequency with Sales and key stake holders

- Formalize the action plan for continues improvement

- Publishing executive summary on a weekly and monthly basis with management / key stake holders

- Inventory monitoring and agree on action plan on the Obsolete stock