Sr OT Service Manager

Your Purpose

• The Organized Trade Customer Service Manager will be responsible for managing the end-to-end customer service operations for organized trade channels. This includes ensuring seamless order processing, maintaining strong relationships with key accounts, resolving customer inquiries, and driving operational efficiency to enhance customer satisfaction. The role requires collaboration with internal teams such as sales, supply chain, and logistics to deliver exceptional service to organized trade partners.

Roles and Responsibilities

• Oversee the complete order-to-delivery process for organized trade partners.
• Ensure timely order processing, accurate invoicing, and on-time delivery.
• Monitor inventory levels and coordinate with supply chain teams to meet demand.
• Customer Relationship Management:
• Act as the primary point of contact for organized trade accounts, addressing their inquiries and concerns.
• Build and maintain strong, long-term relationships with key stakeholders in the organized trade channel.

Issue Resolution:

• Proactively identify and resolve order discrepancies, delivery issues, and other customer concerns.
• Implement corrective actions to prevent recurring issues.

Performance Monitoring:

• Track and analyze service level agreements (SLAs) and key performance indicators (KPIs).
• Prepare regular reports on customer service metrics and present findings to management.
• Process Improvement:
• Identify opportunities to streamline and improve customer service processes for organized trade accounts.
• Collaborate with cross-functional teams to implement solutions that enhance efficiency and customer satisfaction.

Team Management (if applicable):

• Lead and mentor a team of customer service representatives, fostering a high-performance culture.
• Conduct regular training sessions to ensure the team is equipped with the necessary skills and knowledge.
• An affiliate of Beiersdorf

Qualifications:

• 1. 8-10years experience in Modern Trade / E com Supply Chain Management
• 2. Strong understanding of order management and supply chain processes.
• 3. Excellent interpersonal and communication skills
• 4. Analytical mindset with the ability to interpret data and generate actionable insights.
• 5. Proficiency in ERP systems (e.g., SAP) and Microsoft Office Suite.
• 6. Detail-oriented with strong problem-solving skills
• 7. Ability to work under pressure and manage multiple priorities effectively
• 8. You can work independently and collaboratively in a fast-paced environment.
• 9. Fluent in English and navigate internationally with confidence.