Customer Service Manager- Emerging Markets

Job Purpose/Overview

To ensure uninterrupted supply for Mars PN products to the emerging channel customers by managing the order to dispatch cycle. Partner with internal sales team to drive growth in this channel through ensuring readiness for geographical and portfolio expansion, driving customer centricity through SAMBC and coordinating with stake holders from distribution planning, demand planning, physical distribution and customer supply chain teams.

Key Responsibilities

• The individual will be responsible for managing the order to delivery cycle for all emerging channel customers such as Ecom, Q-com, E-spt & MT.

• Responsible for managing close coordination with key stakeholders such as internal sales team, regional logistics leaders, demand planning, distribution planning and external customer teams.

• The individual will oversee the entire life cycle of supply for these channels from order processing, to appointments, supply and supply confirmation journey.

• Work with finance team on regular basis to drive reconciliation and work with sales team for channel growth in a cost-effective manner.

• Drive digitization journey in order management and standardize SOP for order tracking and fulfillment

• Periodic review with supply, sales and finance team on performance of emerging channels from supply POV

• Responsible for managing VMI program from Amazon and Flipkart across 16 sites in the country ensuring CPT adherence and people management with 3pl partners

• Drive cost efficient models of delivery though aligning on milk run delivery and right MOV alignment

• Responsible for readiness of supply ramp up during the event sale period for Ecom, Q-com and E-spt customers.

• Implement processes related to stock allocation and reservation to drive superior service for their respective accounts

Job Specifications/Qualifications

• MBA or Equivalent Degree

• 2-4 years of experience in domain of supply, Logistics or customer service

• Working knowledge of supply chain and basic understanding of Logistics

• Decision making and escalation procedures, process management

• Conflict resolution