Assistant Manager – Customer Operations-1

5 hours ago

Fort, India Unilever Full time

Description :The Assistant Manager - Customer Service is responsible for overseeing customer operations and ensuring the delivery of high-quality service. This role plays a key part in maintaining customer satisfaction and loyalty by managing inquiries, resolving issues, and coordinating with internal teams to provide seamless support. Key Responsibilities: Superior Availability : Drive product availability across digital platforms to support business growth through effective supply chain execution. Cross-Functional Collaboration : Partner with Key Accounts (Sales) and Supply Planning teams to align priorities and deliver customer-centric solutions. Master Data Management: Manage and maintain customer master data across the full portfolio, ensuring accuracy and consistency throughout the fulfilment network. Order Processing: Oversee daily product movement from Distribution Centres (DCs) to customer Fulfilment Centres (FCs), ensuring timely and efficient delivery. Operational Excellence: Conduct root cause analyses of allocation losses, address stock-outs, resolve MRP issues, correct mapping errors, and manage product lifecycle activities including delisting inactive packs and onboarding new listings. Shipment Coordination: Plan and execute daily shipments across DCs, proactively resolving operational of challenges of appointments/Detention and PO extensions. Performance Monitoring: Design and maintain KPI dashboards (Fill Rate, In-Stock %) to track weekly and monthly performance, implementing corrective actions where necessary. Strategic Leadership : Lead and contribute to strategic projects under Joint Business Planning (JBP), strengthening customer partnerships and enhancing supply chain efficiency. Experience Required: 5-7 years of experience in a customer operations role, preferably in the FMCG/Ecommerce industry Knowledge of SAP and CRM tools will be an added advantage. Experience with data visualization and Business Intelligence tools such as Tableau, Power BI. Qualification & Skills Required: Master’s degree in any discipline Excellent communication and interpersonal skills Ability to multitask and work in a fast-paced environment. Strong problem-solving and decision-making skills

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