: India is among the top ten priority markets for General Mills, and hosts our Global Shared Services Centre. This is the Global Shared Services arm of General Mills Inc., which supports its operations worldwide. With over 1,300 employees in Mumbai, the center has capabilities in the areas of Supply Chain, Finance, HR, Digital and Technology, Sales Capabilities, Consumer Insights, ITQ (R&D; & Quality), and Enterprise Business Services. Learning and capacity-building is a key ingredient of our success.

Job Description : Position Title

- Customer Operations Specialist Function/Group
- Supply Chain - Location
- Mumbai - Shift Timing
- 3:30 PM to 12:30 AM - Role Reports to
- Customer Fulfilment Team Manager - Remote/Hybrid/in-Office
- Hybrid - About General Mills - We make food the world loves: 100 brands. In 100 countries. Across six continents. With iconic brands like Cheerios, Pillsbury, Betty Crocker, Nature Valley, and Häagen-Dazs, we’ve been serving up food the world loves for 155 years (and counting). Each of our brands has a unique story to tell.

How we make our food is as important as the food we make. Our values are baked into our legacy and continue to accelerate

General Mills India Center (GIC) is our global capability center in Mumbai that works as an extension of our global organization delivering business value, service excellence and growth, while standing for positive for our planet and people.

We advocate for advancing equity and inclusion to create more equitable workplaces and a better tomorrow. - Job Overview - Function Overview

The GIC Supply Chain team manages end-to-end operations, encompassing planning, sourcing, manufacturing, logistics, and analytics. They strategically plan to meet market demands, optimize sourcing, ensure efficient production,



and oversee the seamless movement of goods from production to delivery. The team employs advanced analytics throughout these processes, fostering adaptability and operational excellence. This collaborative approach ensures a well-coordinated supply chain that aligns with both organizational goals and dynamic market conditions.

For more details about the Function please visit this Link - Purpose of the role

The Customer Operations Specialist oversees specific operational aspects for one or more General Mills customers, serving as the primary contact for all service-related issues. This role encompasses three key areas of responsibility: Order Management

Service Issue Resolution

Supply Chain Efficiencies

The Customer Operations Specialist collaborates closely with the Field Sales team, the General Mills Supply Chain, and customer representatives to ensure transaction accuracy and facilitate smooth operations. Additionally, the role focuses on continually enhancing process efficiency. - Key Accountabilities **- Prompt Response: Ensure all customer inquiries and complaints are acknowledged within specified response times, usually within 24 hours.

- Multichannel Proficiency: Adapt communication style to fit the medium, utilizing best practices for each channel to ensure clarity and effectiveness.
- Issue Prioritization: Prioritize customer interactions based on urgency and complexity,



ensuring high-priority issues are addressed promptly.

Investigate and Resolve Customer Issues, Including Order Processing, Returns, and Refunds

- Problem-Solving: Thoroughly investigate the root cause of customer issues, whether related to order processing, product quality, or service delivery.
- Resolution Execution: Implement effective solutions, coordinating with logistics and warehouse teams to process returns and refunds efficiently.
- Customer Follow-Up: Keep customers informed about the status of their issues and ensure they are resolved to their satisfaction.
- Documentation: Record the resolution process and outcomes for future reference and continuous improvement.

Provide Accurate and Up-to-Date Information to Customers About Our Products and Services

- Product Knowledge: Maintain a deep understanding of the company’s products and services, including features, benefits, and common issues.
- Ongoing Learning: Stay updated on new product releases, policy changes, and service updates to provide the most current information.
- Clear Communication: Convey information in a clear, concise manner, ensuring customers fully understand their options and any relevant processes.

Escalate Complex Issues to the Appropriate Team Member

- Issue Identification: Recognize when an issue requires specialized knowledge or authority beyond the customer operations team.
- Effective Escalation: Escalate issues to the appropriate departments, such as technical support, billing, or management, providing all necessary background information.
- Collaborative Problem-Solving: Work closely with escalated teams to ensure a smooth handover and keep the customer updated on progress.

**Maintain Accurate and Detailed Record

📌 Customer Operations Specialist (Mumbai)
🏢 General Mills
📍 Mumbai