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Manager - Regional Operations & Customer Service

2.00 to 5.00 Years   Kolkata   02 Feb, 2021
Abbott Healthcare
Job LocationKolkata
EducationNot Mentioned
SalaryRs 2.5 - 5 Lakh/Yr
IndustryRetail
Functional AreaOperations Management / Process Analysis
EmploymentTypeFull-time

Job Description

Job Title - Manager - Regional Operations & Customer ServiceJob Summary - The role is responsible for managing Customer Service and Logistics Operations of the RegionCORE JOB RESPONSIBILITIES

  • Customer Service
  • Responsible for delivering on Fill Rate KPI for the region
  • Ensure adherence to SLAs with internal and external stakeholders
  • Act as SPOC for sales and marketing team for SC related queries pertaining to the region
  • Identify and drive service level improvement opportunities
  • Track on-time collection of outstanding invoices and posting of DNs for interest loss & bank charges
  • Oversee distribution of trade promotional material to distributors
  • Do periodic meetings with regional SPOC s of MT & E-com chains for service level review and open action points
CFA & Transport Management
  • Manage CFA & secondary distribution operation in the Region
  • Ensure statutory compliance at CFAs
  • Responsible for infrastructure upgradation of CFAs / warehouse transitions in line with business need
  • Ensure compliance on distribution SOPs
  • Source transporters for secondary distribution
  • Conduct CFA process audits in co-ordination with HO / external agency and ensure qualification of all CFAs of the region
  • Provide documentation and data support to commercial auditors and ensure timely closure of audit observations
Stock Management
  • Ensure stock availability at CFAs as per forecast by working closely with Distribution Planning Manager
  • Monitor sales trend and flag overselling / underselling to respective RSMs
  • Monitor FEFO & stock freshness at CFAs
  • Ensure timely disposal of damages & expired stock received from distributors
Budgeting & Spend Management
  • Responsible for preparing distribution budget for the region and tracking budget vs spend
  • Responsible for rate negotiation with C&FAs, warehouse agencies and transporters
  • Identify and drive margin and profitability initiatives for the region
Distribution QA
  • Ensure compliance on distribution QA SOPs in the region
  • Monitor distribution QA KPIs are well tracked by the CFAs
  • Work closely with distribution QA team for CFA audits, warehouse site assessments and vendor qualification
  • Ensure timely submission of SCAR and closure of CAPA
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Keyskills :
statutory compliancesalesbusinesslogistics operationsservice levelvendordnscustomer serviceprocess audittransport managementdistribution planningagencyintelligent networkscfascarclosurekpislas

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