Customer Service Specialist

2 weeks ago

Pune, Maharashtra, India Ferrero Full time
Job Location: ​Pune​
Company description

Ferrero is a family-owned company with a truly progressive and global outlook and iconic brands such as Nutella, Tic Tac, Ferrero Rocher, Raffaello, Kinder Bueno and Kinder Surprise. As the love for our brands continues to grow, so too does our global reach. Represented in more than 50 countries, with products sold in more than 170, the Ferrero Group is loved by generations around the world. The secret to our global success? 38,767 dedicated employees who celebrate care and quality to craft a business, careers and brands we are proud of. Join us, and you could be one of them.

Diversity Statement

Ferrero is committed to building a diverse and inclusive culture in which all employees feel welcomed and appreciated and have the same opportunities. We believe all of our people are equally talented in their own way. In nurturing the curiosity and natural abilities of our employees, we provide them, generation after generation, the means to succeed personally and professionally, enabling them to craft their journey at Ferrero. The diversity of our talents is what makes our work environment multicultural, innovative and highly rewarding.

About the Role:

Complete ownership & ensure seamless day to day CS operations management, from Order to Cash process

Ensure 100% Service Level to all customers focusing on losses and possible improvement.

Point of Reference for Business for all Order to Delivery related matters

Main Responsibilities:
  • Complete ownership of end to end Customer Service Operations, ensuring 100% Service Levels, focusing on minimizing losses
  • Lead and foster high level of Customer Satisfactions within Internal and External customers
  • Identify potential Service Level loss areas and take actions to reduce the service level losses
  • Ensuring efficient management of appointments from all customers (Modern Trade and E com) execute timely deliveries.
  • Close collaboration with Planning and Logistics and Distribution team for ensuring 100% stock availability as per requirement.
  • Close collaboration with Sales and Trade Marketing Teams to ensure Order placement, Forecast adherence
  • Stock Freshness Management – Ensuring the stocks freshness is maintained as per norms and timely escalation to respective stakeholders
  • Inventory Management – Close collaboration with Planning and Trade Marketing Team to ensure minimum Slow moving and Obsolete inventory
  • Sales Returns Management – Ensuring timely accounting of the same
  • Build and maintain relevant dashboards to review Performance.

Who we are looking for:
  • Post Graduate (preferably in Operations)with 4 -7 years of experience

SPECIFIC KNOWLEGE (if required)

  • Understanding of Supply Chain area, particularly Customer Service
  • Deep understanding of key KPIs such as Case Fill Rate, Order Fill Rate, Line Fill Rate, OTIF etc.
  • Business Analysis, analytical skills
  • Fair knowledge Supply Chain verticals
  • Proficiency in MS Office (MS Excel, Power Point etc.)

Skills required

  • Good analytical skills
  • Team player with clear thought process
  • Good interpersonal skills and Team Management Skills
  • Ability to deal with challenging situations
  • Preferably sound knowledge of SAP

Job Referral Code: C

How to be successful in the role and at Ferrero:

Consumers, quality and care are at the heart of everything we do. So, to be successful at Ferrero, you'll need to be just as consumer and product centric as we are - dedicated to crafting brilliant results for consumers around the world.


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