Customer Service Assistant Manager at FMCG Company

ABOUT THE ROLE Lead customer service of Modern Trade & GT customers, delivering end-to-end CS Excellence and improving supply chain NPS. Key Responsibilities: The role is responsible for delivering excellence in customer service execution to support top- and bottom-line growth across the assigned customer markets. • Work with customers to align 4 Quarter rolling forecast and with supply planning to build month, quarter and annual view of supply/service. • Lead Monthly Demand Review calls with Business team along with discussion on outliers, corrective actions to improve FA. • Customers’ Orders Processing, forecast review and ensure daily order drops are minimal along with superior DR%. • Ensure customers’ orders are validated on time, reviewed supply, lead time & clean up remnant orders. • Manage priority or critical orders & inform customers of supply or delivery issues in advance. • Meet customers monthly to review orders, supply, dispatches, and open issues; record actions and resolve invoice, claim, and document issues. • Coordinating & Ensuring Customers Shipping Documents are On Time to customers as per requirement to achieve Superior DOTIF • Manage end-to-end customer service, from order processing to investigating and resolving supply chain claims, returns, and refusals. • Monitor and track Service Rates and devise improvement plan through Loss Tree analysis • Work with Capabilities team on several system/tools’ improvement projects Skills & Competencies - Strong end-to-end supply chain customer service expertise, with proven cross-functional collaboration, planning, and innovation skills. - Proven experience in program management and digital transformation. - Data analytics and visualization - Excellent stakeholder management and influencing skills. - Ability to manage multiple priorities in a fast-paced environment. Qualifications - Graduate in Supply Chain Management, Operations, or related field. - 3+ years of experience in supply chain, with exposure to global customer operations - Experience in deploying digital tools and doing program and change management