Senior Customer Service Executive

Job Title: Senior Customer Service Executive

Work Location: Mumbai Regional Office

Main Job Purpose:

Part of Customer operations team, whose key role is to ensure Stock Availability at National & at depot level against the Demand, further responsible for managing Network transitions and stakeholders of SP, CS & CD team.

Key Accountabilities:

The Customer Service Assistant would be responsible for below activities

• Deploy MIS dashboards to capture key business inputs and outputs, monitoring the performance at Weekly and Monthly intervals, and taking timely actions to meet the deliverables

• Data management of slow-moving inventory, Handling ad-hoc demand inputs, and ensuring they get captured and processed.

• Constantly elicit and analyse business needs of stakeholders (internal and external) and execute operational levers to solve them

• Managing Network Transitions across portfolio – maintain network planning trackers

• Working collaboratively with replenishment teams

• Need based liaising with MT -CD & CS team, Supply Planning Team, Network planning & Distribution Planning Team

Key Performance Indicators ( KPI ) of CS Assistant

• Dispatch rate (DR) and Day – Zero availability/ service.

• Category Line fill

• Promo Compliance and Efficient Operation (Reduce Order Drop and Return)

Professional Skills:

ESSENTIAL

• Relevant degree
• Proficiency in MS Office tools – High Weightage to Power BI skills.
• Must require - Professional working experience & skills on MS Excel
• High Passion for performance and collaboration; Stakeholder Management
• Inter-personal skills and teamwork are a must
• Ability to effectively prioritize and execute tasks with a strong output orientation
• Analytical thinking, quant and creative problem-solving skills

PREFERRED

• Graduation (a must), MBA (will be added advantage)

Experience Required:

ESSENTIAL

• Candidate should have worked in Retail chains/eCommerce Customer in the past with Customer/Supplier facing supply chain experience
• Other Supply Chain experience in Factories, Category Logistics or Distribution
• Experience in demand, and business planning
• Commercial acumen

PREFERRED

• Relevant FMCG experience

Travel:

• As per job/site requirement

Reporting:

• The Customer Service Assistant will report to the MT Availability Lead. He / She will not have any HUL employees as direct subordinates.