Regional Customer Service

2 weeks ago

Gurgaon, India Haleon Full time

**Job Description**:
**Site Name**: India - Haryana - Gurgaon

**Posted Date**: Jan 11 2023

Hello. We’re **Haleon.** A new world-leading consumer health company. Shaped by all who join us. Together, we’re improving everyday health for billions of people. By growing and innovating our global portfolio of category-leading brands - including Sensodyne, Panadol, Advil, Voltaren, Theraflu, Otrivin, and Centrum - through a unique combination of deep human understanding and trusted science. What’s more, we’re achieving it in a company that we’re in control of. In an environment that we’re co-creating. And a culture that’s uniquely ours. Care to join us. It isn’t a question.

The Regional customer service manager plays a critical role in driving business success by overseeing and managing teams for a designated region. The regional customer service manager is responsible for developing and implementing strategies to ensure stocks are delivered to all our customers on time with best-in-class service levels, this directly helps organization’s agenda for sales growth and revenue.

The Regional customer Service Manager has a wide range of interactions with various customers, both internally and externally. Internally, the regional customer Service Manager works closely with other members of the Supply chain Leadership team, as well as with sales team members of the region. They may also interact with other departments, such as regional customer marketing and region finance, to ensure that customer service strategies and plans are aligned with the overall goals and objectives of the region.

Externally, the Customer service Manager has interactions with LSPs / CFAs (Carrying and forwarding agents) or logistic service providers and transport and logistics team members in the designated region in order to ensure that all Customer service KPIs are delivered.

Overall, the nature and level of interactions for the Customer service manager are varied and dynamic, requiring strong communication and collaboration skills, as well as the ability to build and maintain relationships with a wide range of individuals and organizations.

**Role summary**:P**rimary purpose of this job**

The primary purpose of this role is to manage Customer Service for designated region, one of either - ( North or East or West or South or Specialty Channel (MT, Ecomm, B2B, CSD) customer service ) and Order to Cash operations while facilitating timely supply of all Haleon products to their first paying customers. This role will be accountable for regional OTIF delivery and responsible to drive performance management, implement service policies / protocols & deliver customer delight through value beyond supply.

Regional Customer Service manager is responsible for implementing Haleon’s Customer Service & O2C strategy and execution of services for a defined region through a combination of internal and external Customer Service teams. The role would be responsible to drive market customer service strategies in alignment with Global Customer Service maturity roadmap.

Overall, the regional customer service manager will be responsible to ensure best service levels to all stakeholders i.e. internal and external regional customers (distributors, Key accounts, Ecomm customers (Amazon, Flipkart etc), CSD) in terms of orders processing, goods returns & payment process at CFAs.

**Key Roles & Responsibilities**
- ** Customer service** - Ensuring best in class OTIF service levels for customers.
- ** Supply assurance** - Ensuring adequate inventory levels within the regions across various nodes to support service. Continuously monitor stock levels across warehouses and implement balancing runs to ensure availability.
- ** Sales & Operations Planning - **Provide market insights gathered through feedback from commercial, channel partners and customers to facilitate planners with an effective demand - supply planning.
- ** Drive Cost and Network / Inventory optimization** projects within the region to deliver Customer service targets.
- ** Collaborate with service providers** and customer supply chain to identify, design and implement capability solutions that support our vision and goals
- ** Implement new age digital tools **like DMS (Distributor Management Systems) and TMS (Transport Management Systems) to improve productivity and go paperless.

**Problem Solving Skills**

The degree and nature of problem solving for a regional customer service Manager will vary depending on the specific challenges and opportunities faced by the organization. However, in general, Customer service Manager will need to be highly skilled in problem-solving in order to effectively lead and manage customer service agenda for the region.

Some common problems that a customer service manager may need to solve include:

- Ensuring best in class service levels with optimal inventory levels across various depots in the region.
- Managing tradeoff between service levels a

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