Customer Service Manager- Out of Home & Value Leadership

Key Responsibilities :

1. OOH & Institutional Channel Customer Service & Fulfillment

• Order-to-Delivery Operations:Own end-to-end customer service operations for HoReCa, Travel Retail, QSRs, Airlines, Canteens, and Institutional clients.
• Service Level Excellence:Drive high fulfillment metrics (Case Fill Rate / Order Fill Rate / On-Time In-Full) while minimizing transit damages and turnaround time.
• Customer Collaboration:Build strong collaborative relationships with key accounts, understanding their unique delivery constraints, order cycles, and customized packaging/palletization needs.
• Claims & Dispute Management:Ensure seamless invoice matching, credit note management, and swift reconciliation of returns and claims

2. Logistics Network & Route-to-Market Execution (OOH)

• Distribution Strategy:Partner with Regional Logistics Managers to optimize regional warehousing, cross-docking, and last-mile freight for non-traditional channel routes.
• Cold-Chain & Freshness Governance:Maintain strict product integrity and temperature control for temperature-sensitive confectionery across direct and indirect distribution points.
• Inventory & S&OE Integration:Participate actively in weekly S&OE / DMR reviews to ensure stock availability and forecast alignment for high-volatility institutional orders

3. Value Leadership & Continuous Improvement (Cross-Functional)

• VL Pipeline Stewardship:Serve as the CS&ML PMO lead for Value Leadership, identifying, validating, and tracking cost-reduction and productivity projects (e.g., freight optimization, warehouse productivity, packaging simplification, payload maximization)
• Cost-to-Serve Optimization:Model and monitor channel-wise Cost-to-Serve (CTS) analytics to deliver sustainable margin improvements.
• Process Standardization & Digitalization:Lead Lean/CI initiatives to eliminate waste, standardize SOPs, and automate reporting/analytics across regional logistics hubs

Education & Professional Qualifications :

• Bachelor's Degree in Engineering, Operations, or Supply Chain MBA / Post-Graduate Diploma from a tier-1/2 business school preferred

Knowledge / Experience :

• 5-9 yearsof progressive experience in Supply Chain, Customer Service, Logistics, or Route-to-Market operations in FMCG / CPG / Food & Beverage
• Customer Centricity:Strong negotiation, customer relationship management, and conflict-resolution skills.
• Analytical & Financial Acumen:Strong proficiency in cost modelling, Cost-to-Serve analysis, and supply chain P&L levers.
• Tool & Systems Proficiency:Hands-on experience with ERP systems (SAP S/4HANA / SD / MM), WMS/TMS, and BI tools (Power BI / Excel)

Key Competencies:

• Strong stakeholder and conflict management skills with effective priority setting.
• Thrives in fast-paced, high-pressure environments while maintaining professionalism and urgency.
• Balances competing priorities and provides clear direction and focus to meet business needs.