Role Summary:

The Customer Service Executive is responsible for ensuring seamless customer operations and delivering high-quality service. This role maintains customer satisfaction and loyalty by managing inquiries, resolving issues, and coordinating with internal teams to provide efficient support.

Key Responsibilities:

Superior Availability:

Drive product availability across digital platforms.
Support business growth through effective supply chain execution.

Cross-Functional Collaboration:

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

Master Data Management:

Maintain accurate customer master data across the portfolio.
Ensure consistency throughout the fulfilment network.

Order Processing:

Oversee daily product movement from Distribution Centres (DCs) to Fulfilment Centres (FCs).
Ensure timely and efficient delivery of products.

Operational Excellence:

Conduct root cause analyses of allocation losses.
Resolve stock-outs, MRP issues, mapping errors, and manage product lifecycle activities (delisting inactive packs, onboarding new listings).

Shipment Coordination:

Plan and execute daily shipments across DCs.
Proactively resolve operational challenges such as appointments, detention, and PO extensions.

Performance Monitoring:

Design and maintain KPI dashboards (Fill Rate, In-Stock %).
Track weekly and monthly performance and implement corrective actions.

Strategic Leadership:

Lead and contribute to strategic projects under Joint Business Planning (JBP).
Strengthen customer partnerships and enhance supply chain efficiency.

Experience Required:

3-5 years in customer operations, preferably in FMCG or Ecommerce.
Knowledge of SAP and CRM tools is an advantage.
Experience with data visualization/Business Intelligence tools like Tableau or Power BI.

Qualification & Skills:

Bachelor'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.

Customer Operation Executive-1