Job Position - National Logistics & Customer Service Manager

nFunction - Supply Chain

nReport to - Head – Planning & Logistics

nSupervise - Primary Logistics Manager, Warehouse Operations Manager, Customer service manager

nLocation - Head Office – Gurgaon

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nPurpose

nTo lead the end-to-end logistics and customer service operations, driving service excellence for Traditional Trade, Modern Trade, E commerce and Quick Commerce platforms. The role focuses on high-velocity fulfillment, cost-to-serve optimization, and inventory accuracy across a national multi-DC network

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nLogistics Operations

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- Lead End to End Logistics Operations including Freight-In, Freight-Out & Warehousing operations
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- Logistics Cost as % of sales revenue
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nLogistics Cost budget

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- Planning & control
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- Annual Logistics Budget & Deviation Report
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nNetwork optimization and evolution

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- Annual review of logistics network for optimization
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- 3-Year & 5-year logistics network planning in line with business realties & growth
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nVendor Management

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- Contract renewals / new vendor onboarding before contract expiry of current vendors
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- Negotiate and manage contracts with national transporters and 3PL partners to ensure seamless operations including scalability during peak seasons
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nProcess standardization & compliance

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- Regulatory compliance and QMS adherence at DCs
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- Ensure modern regulatory compliant infrastructure and proper inventory upkeep at DCs, implement QMS
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nInventory accuracy at depots

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- Inventory accuracy, No SLOB creation due to dispatch non-compliance of FIFO
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- Improve processes to ensure adherence to FIFO in line with shelf-life requirements of different channels/accounts, Strengthen put-away and pick operations at depot
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nData-Driven Decision Making

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- Development of real-time KPI dashboard(s)
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- Use SAP/ERP/WMS tools to monitor real-time dashboards for inventory aging, freight costs, and customer fill rates
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nOrder-to-Cash

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- Error free order processing for alternate channels
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- Streamline central order processing for high volumes of POs across alternate channels
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nService Level Excellence:

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- % Case Fill Rate (CFR) and % Line Fill Rate (LFR) for MT accounts
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- Strive for best-in-class Fill Rate and OTIF (On-Time In-Full) to avoid commercial penalties and out-of-stock (OOS) situations on digital shelves
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nAccount Management

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- Direct engagement with supply chain heads of key accounts (Reliance, DMart, Amazon) to align on Joint Business Plans (JBP) and replenishment cycles
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nCampaign Readiness

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- Lead logistics planning for high-traffic events like Amazon Prime Day or Flipkart Big Billion Days, ensuring stock availability at Amazon/Flipkart Sort Centers
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nInternal & External Stakeholders

nInternal

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1. Sales & Marketing Teams:



Collaborate to provide best-in-class service solutions
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2. Supply Planning & Manufacturing teams Work closely to understand SKU availability and inventory build-ups; manage space availability at depots
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3. Cross-Functional Stakeholders (CEO, CFO, COO, CMO, etc.): Jointly set objectives; conduct business reviews to track achievement against KPIs; identify gaps and drive continuous improvement strategies.
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nExternal

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1. MT account supply chain teams : Ensure improved service levels through timely supply and proactive communication.
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nSkills Required

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- Strong analytical and problem-solving skills
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- Ability to collaborate, understand, and challenge cross-functional teams to achieve objectives at optimal cost
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- Resilience and adaptability to work in an agile, rapid-paced environment with shifting priorities
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- Effective communication and stakeholder management skills
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- Strong business acumen with focus on service excellence and continuous improvement
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- In-depth conceptual understanding of Warehousing, modern regulatory compliant infrastructure, inventory upkeep, process standardization & QMS implementation
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nQualifications

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- Education: Post-graduation in Operations, Supply Chain, or Industrial Engineering (PGDIE/PGDIM) from Tier-1 institutes
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- Experience: 8-10 years in FMCG supply chain, with at least 2–4 years specifically managing modern trade or e-commerce logistics
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- Technical Proficiencies: Planning systems proficiency, Warehouse Management Systems (WMS), TMS & route optimization
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📌 National Logistics & Customer Service Manager (Gurugram)
🏢 Brillon Consumer Products (Formerly known as SC Johnson
📍 Gurugram