Customer Service Executive
Job Description
The Customer Service Executive 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
- 3-5 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
- 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
