Key Responsibilities

• Customer Management
• Manage the entire order process for customers and meet set
• Customer Fulfilment Rates and OTIF metrics.
• Work with Production, Warehousing and Dispatch Teams to ensure OTIF is achieved.
• Manage effective communication with the customers on order processing and delivery, pricing and price changes, offers and promotions etc.
• Custodian and Manager of Customer onboarding and documentation.
• Handle and resolve all customer complaints and give feedback to the customers on the same, keeping a live tracker of the same.
• Handle and respond to all customer queries / requests for proformas, Sale proposals, new business etc.
• Manage effective communication with the customers on order processing & delivery, pricing & price changes, offers & promotions etc.
• Provide feedback to the broader business around potential order management related issues and queries that may impact customer service levels.
• Develop knowledge about each customer’s business model & requirements and plan around the same to ensure efficient customer service.
• Maintain a competent understanding of the company’s products, USPs (Unique Selling Propositions), usage, and alternatives, advising customers accordingly.
• Develop and circulate relevant reports on customer service, specifically  Invoiced Orders Report, invoiced but Pending
• Delivery Report, Orders on Hold, OOS Report.
• Delivery Management
• Manage order routing and scheduling for daily orders  received.
• Work with Production and Warehousing Teams to ensure OTIF is achieved.
• Ensure there is real time communication to the customers and sales team on order delivery and set schedule.
• Coordinate with fleet and logistics  manager on truck requests to ensure availability of the same for delivery.
• Pre-plan with warehousing and loading team on next day and subsequent days deliveries.
• Handle and respond to all customer and sales teams’ queries regarding their deliveries.
• Internal Business Processes
• Develop and  circulate relevant  reports on customer service.
• specifically  Invoiced Orders Report, invoiced but Pending Delivery
• Report, Orders on Hold, OOS Report.

Technical Skills and Experience required for  Role

• Bachelor’s degree  in business management or relevant field
• Proficiency in Microsoft Office (Excel, Word, PowerPoint).
• Experience  with data analysis tools or software (e.g., Excel) is an added advantage.
• Minimum of 5 years’ proven experience in customer service management within the FMCG sector