The Customer Service Executive is responsible for ensuring seamless customer operations and delivering high-quality service. This role maintains customer satisfaction and loyalty by managing inquiries, resolving issues, and coordinating with internal teams to provide efficient support.
Key Responsibilities:
Superior Availability:
- Drive product availability across digital platforms.
- Support business growth through effective supply chain execution.
Cross-Functional Collaboration:
- Partner with Key Accounts (Sales) and Supply Planning teams.
- Align priorities and deliver customer-centric solutions.
Master Data Management:
- Maintain accurate customer master data across the portfolio.
- Ensure consistency throughout the fulfilment network.
Order Processing:
- Oversee daily product movement from Distribution Centres (DCs) to Fulfilment Centres (FCs).
- Ensure timely and efficient delivery of products.
Operational Excellence:
- Conduct root cause analyses of allocation losses.
- Resolve stock-outs, MRP issues, mapping errors, and manage product lifecycle activities (delisting inactive packs, onboarding new listings).
Shipment Coordination:
- Plan and execute daily shipments across DCs.
- Proactively resolve operational challenges such as appointments, detention, and PO extensions.
Performance Monitoring:
- Design and maintain KPI dashboards (Fill Rate, In-Stock %).
- Track weekly and monthly performance and implement corrective actions.
Strategic Leadership:
- Lead and contribute to strategic projects under Joint Business Planning (JBP).
- Strengthen customer partnerships and enhance supply chain efficiency.
Experience Required:
- 3-5 years in customer operations, preferably in FMCG or Ecommerce.
- Knowledge of SAP and CRM tools is an advantage.
- Experience with data visualization/Business Intelligence tools like Tableau or Power BI.
Qualification & Skills:
- Bachelor's degree in any discipline.
- Excellent communication and interpersonal skills.
- Ability to multitask and work in a fast-paced workplace.
- Strong problem-solving and decision-making skills.
Skills: Power Bi, Data Analysis, CRM Tools, Tableau, Sap