Logistics and Customer Service Manager

1 month ago

Pune, India Ecolab Full time
JOB DESCRIPTION

As a Logistics and Customer Service Manager, you'll be responsible for overseeing and optimizing all aspects of logistics (both domestically and internationally) and customer service operations ensuring timely customer service through efficient order processing, invoicing, movement of goods and materials. You will be responsible for Safety, Service, Savings, Compliance and overall budget wrt India Supply Chain Logistics and Customer Service function. You will manage the order fulfilment, company's warehouses, 3PL partnerships, dispatch, last-mile delivery and import/export logistics.

Key Responsibilities in Logistics Management:

1. Domestic Logistics Management:

- Strategically plan and manage the company's warehouse operations.

- Coordinate with third-party logistics providers (3PL) to ensure seamless operations and cost-effectiveness.

- Streamline dispatch processes to enhance efficiency and minimize delays.

- Oversee last-mile delivery operations, optimizing routes and delivery schedules.

2. International Logistics (Import/Export):

- Handle import and export logistics, ensuring compliance with customs regulations and trade laws.

- Coordinate with freight forwarders, carriers, and customs brokers for smooth international shipments.

- Manage documentation related to import/export activities, including invoices, permits, and shipping documents.

3. Supply Chain Optimization:

- Develop and implement strategies to optimize supply chain processes for cost-efficiency and timely delivery.

- Continuously assess and improve logistics operations, identifying areas for enhancement or cost-saving opportunities.

4. Team Management and Collaboration:

- Lead and mentor a team of logistics professionals, fostering a culture of excellence and teamwork.

- Collaborate cross-functionally with procurement, sales, and manufacturing teams to ensure alignment in logistics operations.

Key Responsibilities in Customer Service Management:

5. Maintaining Service Level Agreements (SLAs):

- Oversee and ensure adherence to established SLAs for efficient customer service delivery, including Turnaround Time (TAT) requirements.

6. Order Entry and Invoicing:

- Manage the process of order entry and invoicing, ensuring accuracy, timeliness, and compliance

with company policies to meet TAT goals.

- Meeting DIFOT Targets: Monitor and achieve Delivery In Full on Time (DIFOT) targets, providing

and analysing daily insights to optimize performance and TAT metrics.

7. Dispute Resolution:

- Lead efforts in resolving customer disputes efficiently and effectively, maintaining a high level of

customer satisfaction within defined TAT parameters.

8. Revenue and Order Clarity:

- Provide clear and concise reports on revenue generated and existing orders to Business Units

(BUs) and leadership for informed decision-making within specified TAT.

9. Drive Efficiency through Projects:

- Spearhead automation and optimization projects to enhance operational efficiency within the customer service function, ultimately improving TAT.

10. Cross-Functional Coordination:

- Collaborate closely with sales, tax, logistics, planning, and other relevant departments to ensure

 streamlined processes and alignment of objectives while meeting TAT expectations.

11. People Management across Multiple Locations:

- Lead and manage a geographically dispersed customer service team, ensuring cohesion,

productivity, and consistent service delivery standards across locations while meeting TAT goals.

12. Invoicing Solutions:

- Provide expert guidance and solutions in resolving complex invoicing disputes or complications

within stipulated TAT to maintain smooth financial transactions.

Requirements:

- Bachelor’s degree in Engineering (Chemical/Mechanical) and Preferred Masters in Logistics, Supply 

Chain Management, Business Administration, or a related field.

- Proven experience (12 – 15 years) in logistics management, preferably in both domestic and

international settings and customer service managerial role.

- In-depth knowledge of Indian logistics regulations and customs procedures.

- Strong leadership, problem-solving, and decision-making skills.

- Proficiency in data analysis using logistics and customer service software and tools and process

optimization.

- Strong understanding of financial principles related to invoicing and revenue tracking.

- Ability to manage and motivate teams across multiple locations, ensuring TAT adherence.

- Demonstrated experience in remote team management and fostering a cohesive team environment

- Excellent communication and negotiation abilities.


Our Commitment to Diversity and Inclusion

Ecolab is committed to fair and equal treatment of associates and applicants and furthering the principles of Equal Opportunity to Employment. Our goal is to fully utilize minority, female, and disabled individuals at all levels of the workforce. We will recruit, hire, promote, transfer and provide opportunities for advancement based on individual qualifications and job performance. In all matters affecting employment, compensation, benefits, working conditions, and opportunities for advancement, Ecolab will not discriminate against any associate or applicant for employment because of race, religion, color, creed, national origin, citizenship status, sex, sexual orientation, gender identity and expressions, genetic information, marital status, age, or disability.

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