Job Description

Position: Sr. Executive- Customer Service -E-commerce and CSD Location: Mumbai Reporting to Senior Manager-Planning & Logistics Key responsibilities: Ensuring the Order execution provided by the planner for Ecom/CSD/CPC on time from the depot\'s and are reaching on time to the customer point. Ensuring the planning and Execution for the E-commerce Customers such as Grofers / Big Basket and upcoming New Medical chains. Ensuring Regular/Monthly Re-Conciliation to be carried out for all the E-com/CSD/CPC customer. Quarterly NCC (Nil claim certificate) to be obtained from the customer post the reconciliation completion. Accountable to meet the agreed service standards for Pan-India Canteen Stores Department (CSD)/Central Police Canteen (CPC). Ensuring all the opportunities of PO Servicing are captured with maximum fill rate in coordination with Retailers for CSD and CPC. Ensuring that POs are serviced within the stipulated timeline to the CSD/CPC store in coordination with all relevant stakeholders. Publishing Customer wise fill rate for E-com/CSD/CPC with reasons for loss and how we are going to improve the same. Tracking Invoices-GRN and Sales Returns for the E-com/CSD/CPC. Making Daily MIS reports and Order Status report to analyze the sales figures, returns, fill rate, and inventory Making Weekly fill rate report to Analyze the lose values and reasons of lose. Fill rate reconciliation with customer at month end and conduct root cause analysis for fill rate loss and derive action plan with stakeholders to deliver &gt90% hit rate. Monthly review with NKAM and chains to improve fill rate and OSA. Coordinate with customers for master updating, timely amendments, appointments issues, unloading issues, sales return issues. New Launch planning and execution of PO\'s to be done on time and in Full. First point of escalation for all customer complaints for resolution of Depot/ transport/Credit Note issues. All the Projects/IT developments of Ecommerce/CSD/CPC to be taken care. Single point contact for all national projects for Canteen Stores Department (CSD)/Central Police Canteen (CPC) Key Relationships: Sales Sales Operations Finance Manufacturing Planning Purchase Qualifications & Skills Graduate with MBA (Specialization in logistics, Tier 2) At least 3-4 years of experience in similar role in FMCG industry In depth SAP knowledge Ability to demonstrate \'Think Customer\' mindset Good analytical & communication skills Ability to multitask

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