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.
