Customer Service Manager - Organized Trade (8-15 yrs)

Company:- FMCG Company

Position / role: Sr OT Service Manager

Location: Mumbai, India

Reports To: Head Planning and Supply Chain Transformation

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.