ROLE PROFILE

Job Title

National Customer Services Manager

Reports to

Supply Services Director, South Asia

Location:

Gurgaon

Direct Reports

Assistant Managers(2); Implants(5); Billers(6)

SUMMARY

This is highly critical and visible supply chain role that will drive customer service for Modern
trade and CSD. The person is expected to work closely with demand planning, production and
dispatch planning teams to achieve target customer service levels. Cross functional
collaboration especially with key account managers is critical to drive results.
This position also leads various Customer Service improvement projects like the pilot and all
India scale up of continuous replenishment system (CRS) from supply chain side, OTIF
improvement etc

RESPONSIBILITIES / ACCOUNTABILITIES

Meet customer service expectations for modern trade and CSD customers, measured by
KPIs like Fill Rates, OSA etc

Interface with manufacturing and supply chain teams to ensure availability of stocks for
MT, CSD customers at optimized costs

Collaborate with customers to improve service levels and also resolve day to day supply
or operational issues

Partner closely with CKAMs and RKAMs to maximize revenues and improve fill rates

Lead the implementation of CRS project and Central Order Processing (CoPC)

Lead OTIF (On Time in Full) improvement project

Drive MT Forecasting Accuracy for better service delivery

KEY CHALLENGES

Communicating proactively with all Customers on current and future supply issues
including monitoring of customer Service levels.

Developing and maintaining good working relationships with back end Supply team to
ensure supply is optimised and any exceptional supply issues are quickly and effectively
resolved

PROFESSIONAL QUALIFICATIONS/ EXPERIENCE

MBA from premier B School with specialization in Supply Chain

7-9 years of experience, with 3-4 years in customer services. MT/CSD experience will be
an added advantage

Exposure to SAP will be preferred

Experience with following processes - Central order Processing and Continuous

Replenishment of stocks for traditional trade, will be preferred

PERSONAL ATTRIBUTES

Strong interpersonal skills, capable of building strong working relationships and

influencing internal and external customers.

Excellent Communication skills

Enjoys the challenges and demands of an ever-changing platform.

Results oriented, entrepreneurial and self-motivating

Tenacious and resilient, driven to achieve even when faced with obstacles

Sound commercial understanding of business issues/opportunities

Strong analytical skills with ability to develop strategies, tactics and measurable
implementation