Customer Operation Executive-1

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.