Job Description

:

The Assistant Manager - Customer Service is responsible for overseeing customer operations and ensuring the delivery of high-quality service. This role plays a key part in maintaining customer satisfaction and loyalty by managing inquiries, resolving issues, and coordinating with internal teams to provide seamless support.

Key Responsibilities:

Superior Availability

: Drive product availability across digital platforms to support business growth through effective supply chain execution.

Cross-Functional Collaboration

: Partner with Key Accounts (Sales) and Supply Planning teams to align priorities and deliver customer-centric solutions.

Master Data Management:

Manage and maintain customer master data across the full portfolio, ensuring accuracy and consistency throughout the fulfilment network.

Order Processing:

Oversee daily product movement from Distribution Centres (DCs) to customer Fulfilment Centres (FCs), ensuring timely and efficient delivery.

Operational Excellence:

Conduct root cause analyses of allocation losses, address stock-outs, resolve MRP issues, correct mapping errors, and manage product lifecycle activities including delisting inactive packs and onboarding new listings.

Shipment Coordination:

Plan and execute daily shipments across DCs, proactively resolving operational of challenges of appointments/Detention and PO extensions.

Performance Monitoring:

Design and maintain KPI dashboards (Fill Rate, In-Stock %) to track weekly and monthly performance, implementing corrective actions where necessary.

Strategic Leadership

: Lead and contribute to strategic projects under Joint Business Planning (JBP), strengthening customer partnerships and enhancing supply chain efficiency.

Experience Required:

5-7 years of experience in a customer operations role, preferably in the FMCG/Ecommerce industry Knowledge of SAP and CRM tools will be an added advantage. Experience with data visualization and Business Intelligence tools such as Tableau, Power BI.

Qualification & Skills Required:

Master's degree in any discipline Excellent communication and interpersonal skills Ability to multitask and work in a fast-paced environment. * Strong problem-solving and decision-making skills