Customer Operations Specialist

India is among the top ten priority markets for General Mills, and hosts our Global Shared Services Centre. This is the Global Shared Services arm of General Mills Inc., which supports its operations worldwide. With over 1,300 employees in Mumbai, the center has capabilities in the areas of Supply Chain, Finance, HR, Digital and Technology, Sales Capabilities, Consumer Insights, ITQ (R&D & Quality), and Enterprise Business Services. Learning and capacity-building is a key ingredient of our success.

About General Mills

We make foodthe world loves: 100 brands. In 100 countries. Across six continents. With iconic brands like Cheerios, Pillsbury, Betty Crocker, Nature Valley, and Hagen-Dazs, we've been serving up food the world loves for 155 years (and counting). Each of our brands has a unique st ory to tell.

How we make our food is as important as the food we make. Our values are baked into our legacy and continue to accelerate

us into the future as an innovative force for good. General Mills was founded in 1866 when Cadwallader Washburn boldly bought the largest flour mill west of the Mississippi. That pioneering spirit lives on today through our leadership team who upholds a vision of relentless innovation while being a force for good. For more details check out

General Mills India Center (GIC) is our global capability center in Mumbai that works as an extension of our global organization delivering business value, service excellence and growth, while standing for good for our planet and people.

With our team of 1800+ professionals, we deliver superior value across the areas of Supply chain (SC) , Digital & Technology (D&T) Innovation, Technology & Quality (ITQ), Consumer and Market Intelligence (CMI), Sales Strategy & Intelligence (SSI) , Global Shared Services (GSS) , Finance Shared Services (FSS) and Human Resources Shared Services (HRSS).For more details check out

We advocate for advancing equity and inclusion to create more equitable workplaces and a better tomorrow.

Job Overview

Function Overview

The GIC Supply Chain team manages end-to-end operations, encompassing planning, sourcing, manufacturing, logistics, and analytics. They strategically plan to meet market demands, optimize sourcing, ensure efficient production, and oversee the seamless movement of goods from production to delivery. The team employs advanced analytics throughout these processes, fostering adaptability and operational excellence. This collaborative approach ensures a well-coordinated supply chain that aligns with both organizational goals and dynamic market conditions.

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Purpose of the role

The Customer Operations Specialist oversees specific operational aspects for one or more General Mills customers, serving as the primary contact for all service-related issues. This role encompasses three key areas of responsibility:

Order Management

Service Issue Resolution

Supply Chain Efficiencies

The Customer Operations Specialist collaborates closely with the Field Sales team, the General Mills Supply Chain, and customer representatives to ensure transaction accuracy and facilitate smooth operations. Additionally, the role focuses on continually enhancing process efficiency.

Key Accountabilities

Respond to Customer Inquiries and Complaints via Phone, Email, and Chat in a Timely and Professional Manner

• Prompt Response: Ensure all customer inquiries and complaints are acknowledged within specified response times, usually within 24 hours.
• Professional Communication: Maintain a courteous, empathetic, and professional tone across all channels, including phone, email, and chat.
• Multichannel Proficiency: Adapt communication style to fit the medium, utilizing best practices for each channel to ensure clarity and effectiveness.
• Issue Prioritization: Prioritize customer interactions based on urgency and complexity, ensuring high-priority issues are addressed promptly.

Investigate and Resolve Customer Issues, Including Order Processing, Returns, and Refunds

• Problem-Solving: Thoroughly investigate the root cause of customer issues, whether related to order processing, product quality, or service delivery.
• Resolution Execution: Implement effective solutions, coordinating with logistics and warehouse teams to process returns and refunds efficiently.
• Customer Follow-Up: Keep customers informed about the status of their issues and ensure they are resolved to their satisfaction.
• Documentation: Record the resolution process and outcomes for future reference and continuous improvement.

Provide Accurate and Up-to-Date Information to Customers About Our Products and Services

• Product Knowledge: Maintain a deep understanding of the company's products and services, including features, benefits, and common issues.
• Ongoing Learning: Stay updated on new product releases, policy changes, and service updates to provide the most current inform ation.
• Clear Communication: Convey information in a clear, concise manner, ensuring customers fully understand their options and any relevant processes.

Escalate Complex Issues to the Appropriate Team Member

• Issue Identification: Recognize when an issue requires specialized knowledge or authority beyond the customer operations team.
• Effective Escalation: Escalate issues to the appropriate departments, such as technical support, billing, or management, providing all necessary background information.
• Collaborative Problem-Solving: Work closely with escalated teams to ensure a smooth handover and keep the customer updated on progress.

Maintain Accurate and Detailed Records of Customer Interactions

• Data Entry: Record all customer interactions in the company's CRM system, ensuring accuracy and completeness.
• Documentation Standards: Follow company protocols for documenting interactions, including date, time, nature of inquiry, and resolution steps taken.
• Data Utilization: Use recorded data to identify trends, recurring issues, and opportunities for process improvement.

Identify and Implement Process Improvements to Enhance Customer Satisfaction

• Feedback Analysis: Regularly review customer feedback and interaction data to identify pain points and areas for improvement.
• Proactive Improvement: Propose and implement changes to processes, policies, and systems that enhance efficiency and customer satisfaction.
• Continuous Improvement: Participate in regular training and development sessions to stay ahead of best practices in customer service.

Collaborate with Other Teams to Ensure a Seamless Customer Experience

• Cross-Functional Coordination: Work closely with other departments, such as sales, marketing, product development, and logistics, to ensure consistent and high-quality customer experiences.
• Information Sharing: Facilitate the flow of information between teams to address customer issues comprehensively.

Unified Approach: Contribute to a cohesive strategy that aligns all departments toward common customer satisfaction goals.

Minimum Qualifications

Education

• Minimum Degree Requirements: Bachelors
• Preferred Degree Requirements: Masters
• Preferred Major Area of Study: Logistics

Experience

• Minimum years of related experience required: 3 - 5 years
• Preferred years of related experience: 5 - 7 years