Own end-to-end Customer Service performance for MT and E-commerce Key Accounts, driving operational excellence and continuous improvement initiatives. Drive best-in-class service levels for MT and E-commerce customers through engagements. SPOC for Key Account customers by managing order processing, supply management, inventory allocation, and service delivery performance.
Main Responsibilities:
- Committed to delivering best-in-class service levels for MT and E-commerce accounts
- Partner with key accounts through regular performance reviews to improve service levels
- Lead the development of Key Account customer relationships by driving proactive engagement, ensuring timely resolution of customer concerns, and fostering a customer-centric approach that delivers loyalty and business growth.
- Facilitate strategic discussions with key accounts on forecasting requirements and fulfilment plans to enhance business growth
- Drive cross-functional coordination with Demand Planning and Trade Marketing to maintain forecast accuracy for Key Account customers
- Analyse fill rate losses, identify underlying causes, and collaborate with stakeholders to implement sustainable improvement actions
- Champion service excellence initiatives through the adoption of digital tools, analytics, and automated workflows to drive service excellence.
- Create and manage performance dashboards for regular reviews of fill rates, on-time delivery, forecast accuracy, and customer service metrics
- Maintain accurate order execution by conducting periodic reconciliation of customer POs and SAP orders, ensuring data integrity and service excellence
About You:
Post-Graduation in Operations / relevant filed with 8+ years of experience in same process in FMCG.
SPECIFIC KNOWLEGE
1.Understanding of Supply Chain area, particularly Customer Service (preferred FMCG background)
2.Deep understanding of key KPIs such as Case Fill Rate, Order Fill Rate, Line Fill Rate, OTIF etc.
3.Business
📌 Customer Service Specialist (Pune)
🏢 Ferrero India
📍 Pune
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