National Customer Service Manager - MT/eCommerce - FMCG

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