Job Description

Job Title:

Senior Customer Service Executive

Work Location:

Mumbai Regional Office

Main Job Purpose:

Part of Customer operations team, whose key role is to ensure Stock Availability at National & at depot level against the Demand, further responsible for managing Network transitions and stakeholders of SP, CS & CD team.

Key Accountabilities:

The Customer Service Assistant would be responsible for below activities

Deploy MIS dashboards to capture key business inputs and outputs, monitoring the performance at Weekly and Monthly intervals, and taking timely actions to meet the deliverables Data management of slow-moving inventory, Handling ad-hoc demand inputs, and ensuring they get captured and processed. Constantly elicit and analyse business needs of stakeholders (internal and external) and execute operational levers to solve them Managing Network Transitions across portfolio - maintain network planning trackers Working collaboratively with replenishment teams Need based liaising with MT -CD & CS team, Supply Planning Team, Network planning & Distribution Planning Team

Key Performance Indicators ( KPI ) of CS Assistant

Dispatch rate (DR) and Day - Zero availability/ service. Category Line fill Promo Compliance and Efficient Operation (Reduce Order Drop and Return)

Professional Skills:

ESSENTIAL

Relevant degree Proficiency in MS Office tools - High Weightage to Power BI skills. Must require - Professional working experience & skills on MS Excel High Passion for performance and collaboration; Stakeholder Management Inter-personal skills and teamwork are a must Ability to effectively prioritize and execute tasks with a strong output orientation Analytical thinking, quant and creative problem-solving skills

PREFERRED

Graduation (a must), MBA (will be added advantage)

Experience Required:

ESSENTIAL

Candidate should have worked in Retail chains/eCommerce Customer in the past with Customer/Supplier facing supply chain experience Other Supply Chain experience in Factories, Category Logistics or Distribution Experience in demand, and business planning Commercial acumen

PREFERRED

Relevant FMCG experience

Travel

:

As per job/site requirement

Reporting:

* The Customer Service Assistant will report to the MT Availability Lead. He / She will not have any HUL employees as direct subordinates.