Job Position - National Logistics & Customer Service Manager

Function - Supply Chain

Report to - Head – Planning & Logistics

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

Location - Head Office – Gurgaon

Purpose To 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

Logistics Operations

Lead End to End Logistics Operations including Freight-In, Freight-Out & Warehousing operations

Logistics Cost as % of sales revenue

Logistics Cost budget

Planning & control

Annual Logistics Budget & Deviation Report

Network optimization and evolution

Annual review of logistics network for optimization

3-Year & 5-year logistics network planning in line with business realties & growth

Vendor Management

Contract renewals / new vendor onboarding before contract expiry of current vendors

Negotiate and manage contracts with national transporters and 3PL partners to ensure seamless operations including scalability during peak seasons

Process standardization & compliance

Regulatory compliance and QMS adherence at DCs

Ensure modern regulatory compliant infrastructure and proper inventory upkeep at DCs, implement QMS

Inventory accuracy at depots

Inventory accuracy, No SLOB creation due to dispatch non-compliance of FIFO

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

Data-Driven Decision Making

Development of real-time KPI dashboard(s)

Use SAP/ERP/WMS tools to monitor real-time dashboards for inventory aging, freight costs, and customer fill rates

Order-to-Cash

Error free order processing for alternate channels

Streamline central order processing for high volumes of POs across alternate channels

Service Level Excellence





% Case Fill Rate (CFR) and % Line Fill Rate (LFR) for MT accounts

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

Account Management

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

Campaign Readiness

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

Internal & External Stakeholders

Internal

Sales & Marketing Teams: Collaborate to provide best-in-class service solutions

Supply Planning & Manufacturing teams Work closely to understand SKU availability and inventory build-ups; manage space availability at depots

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.

External

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

Skills Required

Strong analytical and problem-solving skills

Ability to collaborate, understand, and challenge cross-functional teams to achieve objectives at optimal cost

Resilience and adaptability to work in an agile, fast-paced workplace with shifting priorities

Effective communication and stakeholder management skills

Strong business acumen with focus on service excellence and continuous improvement

In-depth conceptual understanding of Warehousing, modern regulatory compliant infrastructure, inventory upkeep, process standardization & QMS implementation

Qualifications

Education

Post-graduation in Operations, Supply Chain, or Industrial Engineering (PGDIE/PGDIM) from Tier-1 institutes

Experience

8-10 years in FMCG supply chain, with at least 2–4 years specifically managing modern trade or e-commerce logistics

Technical Proficiencies

Planning systems proficiency, Warehouse Management Systems (WMS), TMS & route optimization

📌 National Logistics & Customer Service Manager (Mumbai)
🏢 Brillon Consumer Products (Formerly known as SC Johnson
📍 Mumbai