Customer Service Logistics Manager
2 months ago
The role is to provide overall leadership to the customer service team and plant warehouse team ; work closely with the Sales team, plants, transporters, and customers to achieve overall objective of best-in-class service by Insulation business in the industrial & building segments.
He/She will be responsible to co-ordinate with the Plant Warehouse Team to
-Reviewing production planning for all the manufacturing goods.
-Review and control Inventory management and Warehouse management
-Transport contracts finalization for outbound Logistics
-Review On Time and In full (OTIF), Fill rate Resolving the day-to-day queries being escalated
-Compliance of Departmental Procedures (ISO , 5’s,WCM & safety at Warehouse )
-EXIM dispatches
Additionally he /she will be responsible for Customer Service to
-Create a value added Customer Service (CS) experience for Customers and Stakeholders
-Enhance current systems and processes to ensure seamless CS to Customers and Stakeholders
-Closely work with internal stakeholders viz; Planning, Procurement, Sales to ensure CS is as per defined SLAs and Charter.
-Responsible for supervision, review and managing of customer service function.
-Conducting CS experience reviews with key customers to enhance service proposition.
-Regular interaction with the stakeholders for understanding any concerns with respect to the customer service organization and providing solutions to resolve any concerns escalated.
This role is a Leadership role responsible for setting up the goals and key performance indicators for overall customer service organization including Customer service and plant warehouse team.
He / She will be responsible for the hiring, training and development of the customer service representative and plant warehouse team member
He / She will be responsible Monthly/ Quarterly review of the team and reporting KPIS.
He / She will be responsible for driving Digitalization projects ,work closely with the IT function to enhance the system capabilities of the customer service in the organization.
Qualification : BE (any stream)
Experience : 12- 15years
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