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04/01 Kalyani
Senior Consultant at Spectrum Talent Management

Views:601 Applications:198 Rec. Actions:Recruiter Actions:115

National Customer Service Manager - MT/eCommerce - FMCG (3-7 yrs)

Ahmedabad/Gujarat Job Code: 878614

Job Title - Customer Service Manager - MT & ECom

Location - Ahmedabad

Job Detail -

- Ensuring business resilience by servicing MT & E-Commerce clients within the agreed TAT

- To service customers with agility through end to end ownership of appointment, dispatches and deliveries within agreed timelines to all customers

- Optimize supply chain network by improving CFR/LFR and customer service levels

- Enabling management decision making through adherence to delivery confirmation tracking & reconciliation and MIS

- Ensuring better financial health by minimizing outstanding payments

- Ensuring rapid response and system updation to help faster work streams

- Supply Chain connect with all Modern Trade & Ecommerce chains/ customers

- Master Data management for MT & Ecom accounts

- Close coordination & working with MT , eCom KAMs to ensure smooth execution of orders

- Fill rate reporting & improvement

KPIs:

- Fill rates: Dispatch fill rates and customer reported fill rates

- Minimize returns, fill rate losses on account of master data issues

- Drive the process of sales forecast/ Rolling sales plan with the sales teams and ensuring stocks viability as per plan

- Work with Direct Accounts Supply chain teams to devise shortest SLA route to markets

- OTIF and LFR - Collaborate with internal stakeholders (Sales , GDSO,CFAs) to drive service of orders (invoicing , dispatches , deliveries) as per the agreed SLAs

- Build /align SOP with CFAs to ensure the same day delivery and maintain Invoice/Dispatch and GRN tracker to avoid any miss on invoicing / dispatches

- Identifying Fill rate loss issues and share data based feedback with relevant stakeholders to drive up the same

- Responsible for overall functioning of CPU Cell + Indirect Accounts SOP Deployment through Tech platform ( being readied by Sales Team)

- Appointment Management with Sales team on vendor Console for Ecom & Direct accounts with 100% adherence of the same

- Ensure Timely Reconciliation of RTV goods & EBS with CFAs and finance to avoid pendency and maintain process hygiene

- Driving Excellence in Direct Account's Order Processing & Execution Process and continuously improving the same.

- Drive Direct distribution to MT & Ecom customers while optimizing costs and service levels

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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