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National Customer Service Manager - MT/eCommerce - FMCG

3.00 to 7.00 Years   Ahmedabad   16 Jun, 2023
Spectrum Talent Management
Job LocationAhmedabad
EducationNot Mentioned
SalaryNot Disclosed
IndustryRecruitment Services
Functional AreaMarketing / Communication
EmploymentTypeFull-time

Job Description

    - Ensuring business resilience by servicing MT & E-Commerce clients within the agreed TAT- To service customers with agility through end to end ownership of appointment, dispatches and deliveries within agreed timelines to all customers- Optimize supply chain network by improving CFR/LFR and customer service levels - Enabling management decision making through adherence to delivery confirmation tracking & reconciliation and MIS- Ensuring better financial health by minimizing outstanding payments- Ensuring rapid response and system updation to help faster work streams- Supply Chain connect with all Modern Trade & Ecommerce chains/ customers- Master Data management for MT & Ecom accounts- Close coordination & working with MT , eCom KAMs to ensure smooth execution of orders- Fill rate reporting & improvementKPIs:- Fill rates: Dispatch fill rates and customer reported fill rates- Minimize returns, fill rate losses on account of master data issues- Drive the process of sales forecast/ Rolling sales plan with the sales teams and ensuring stocks viability as per plan- Work with Direct Accounts Supply chain teams to devise shortest SLA route to markets- OTIF and LFR - Collaborate with internal stakeholders (Sales , GDSO,CFAs) to drive service of orders (invoicing , dispatches , deliveries) as per the agreed SLAs- Build /align SOP with CFAs to ensure the same day delivery and maintain Invoice/Dispatch and GRN tracker to avoid any miss on invoicing / dispatches- Identifying Fill rate loss issues and share data based feedback with relevant stakeholders to drive up the same- Responsible for overall functioning of CPU Cell + Indirect Accounts SOP Deployment through Tech platform ( being readied by Sales Team)- Appointment Management with Sales team on vendor Console for Ecom & Direct accounts with 100% adherence of the same- Ensure Timely Reconciliation of RTV goods & EBS with CFAs and finance to avoid pendency and maintain process hygiene- Driving Excellence in Direct Accounts Order Processing & Execution Process and continuously improving the same.- Drive Direct distribution to MT & Ecom customers while optimizing costs and service levels,

Keyskills :
customer serviceaccountsbusiness resiliencecompliancebankingsalesorder processingsales plan

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