Customer Service Manager

2 weeks ago

Mumbai, India Tata Consumer Products Full time

Role : Customer Service Manager - General TradeLocation : BangaloreBackgroundCurrently the day-to-day planning of dispatches is done by the individual CFAs manually by interacting with the TSEs and ASMs. The intent is to centralize the planning done at the CFAs by using a tool which will optimize and plan the dispatches. The intervention from the Sales team and the CFA should be minimized.This role will entail managing the tool and the key stake holders– Sales, GT customers and Deliver team while driving the KPIs.Key DeliverablesFinancial OutcomesReview and create loss tree the fill rates and OTIF.Drive key KPIs- OTIF, Fill rate and TAT improvement for GT customersCustomer ServiceEngage proactively with customers to ensure Fill rate, OTIF, TAT is within the set guidelines.Engage with Sales team (ASMs, RSMs, Cluster Heads)Ensure efficient service to customers.Conduct root cause analysis and identify solutions to ensure effective service to customers.Internal ProcessesDrive the utilization of the tool and ensure key KPIs are adhered to which will be fixed from time to timeEnsure Masters are maintained whilst coordinating with Stakeholders like S&OP, Sales, and Deliver teamInnovation & LearningEngage with the digital team to drive improvements in the tool.Critical Success Factors for the roleGraduate with MBAPrior 5-7 years in FMCG Industryin the areas of CFA, Order Management , Channels Operations.Project management skills is desirable.Knowledge & prior experience in SAPStakeholder management capabilities; leading the customer service,GT

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