SC Customer Service

Main purpose:

• Key purpose of this position to lead the Customer Service and Outbound Logistics and warehousing verticals for PGCS multiple sites in India.
• The position holder is expected to act as at the lychpin between FOBO bottlers and PGCS business to anchor understanding demand forecasts and optimize distribution to deliver on time deliveries to support business growth.
• Position holder is expected to work closely with internal and external stakeholders to maintain high standards on Quality, Safety, Delivery, Cost Productivity and people development.

Acountability:

1. Strategic Customer Relationship Management

• Build and maintain strong relationships with internal and external stakeholders
• Act as the escalation point for complex issues affecting major customers or regions.

1. Cross-Functional Collaboration

• Liaise with Bottlers, Supply Chain, Warehousing, Finance, and Marketing to align customer service.
• Ensure seamless order-to-delivery in collaborationcross functionally

1. Service Level Performance Management

• Develop, track, and improve KPIs (e.g., OTD, case fill rate etc.).
• Monitor regional service metrics to ensure uniform service standards across the country.

1. ERP and Digital Tools Expertise

• Lead SAP horizontal implementation and optimization to new site
• Use analytics to track customer trends, pain points, and service performance.

1. Team Leadership and Capability Building

• Lead and mentor regional customer service teams.
• Drive continuous training, performance reviews, and team engagement initiatives.

1. Process Excellence and Standardization

• Establish and enforce SOPs for order processing, complaint handling, and returns.
• Promote lean practices to reduce service lead times and error rates.

1. Regulatory and Compliance Awareness

• Ensure adherence to regulatory requirements such as FSSAI, alcohol distribution laws, GST compliance, etc.
• Drive awareness of documentation and returns process compliance across regions.

1. Crisis and Risk Management

• Proactively manage supply disruptions, stockouts, and product recalls.
• Lead business continuity plans for customer service operations during disruptions.

1. Customer-Centric Mindset

• Champion the voice of the customer in internal strategy discussions.
• Identify systemic issues and lead root-cause analysis to drive service improvements.

1. Data-Driven Decision Making
   Leverage customer insights and service analytics for forecasting, planning, and customer engagement strategies.
2. Inter-DC Coordination
   Ensure real-time coordination across DCs to optimize stock availability, fulfillment speed, and transportation routes.Enable stock balancing and transfers to avoid regional stockouts or overages.
   
3. Order Routing & Fulfillment LogicWork closely with supply planning and logistics teams to define intelligent order-routing logic based on geography, product mix, and delivery SLAs.

4. DC-Level Service Metrics Monitoring

   • Track order accuracy, fulfillment lead time, and returns by DC.
   Use dashboards to identify bottlenecks and prioritize performance improvement at lagging centers.
   

• Graduate/Post Graduate preferable supply chain/operations qualification with 7-10 yrs of relevant experience preferably in FMCG MNCs
• SAP/ERPs
• Project Management

Differentiating Competencies Required

• Virtually managing Customer service from 2 sites app. 1000 Km apart
• Maintaining supplies to 55 location in 4 countries in the India Sub continent
• Managing quality sensitive material supplies with 100% OTD and Zero Defects in a less than 5 Days Order TAT operating model
• Negotiating with transport unions tough political environments
• Managing of a budget of app. Warehousing and Distribution budget of app. $ 3 - 5 MM annually
• Managing teams virtually over split locations