Manager - Customer Service - Supply Chain Management - Beverages Firm - IIM/ISB/MDI/FMS (6-12 yrs)

Customer Service Manager-SCM-Beverages

Role: Customer Service Manager

Reports To: Head of Customer Service

Function: SCM

Industry: Beverages

Purpose of the role: Role will be responsible for OMS solution implementation, Order Management Operations, Roll out, helping in implementation of Replenishment System (CRS).

Key Deliverables:

- Project Management & Implementation of OMS Tool.

- Tracking of OTIF and Fill Rate.

- CRS Implementation & drive PDP compliance.

- Stock norms review & design.

- Drive Customer Service metrics.

Role Requirements:

Required Qualification:

- MBA from premier B-School with relevant Customer Service and SCM experiences.

- Preferably from FMCG background.

- Exposure in different Customer Service Processes, CRS and DMS tools.

- Exposure in technology and very good understanding of backend SAP process.

Desired Experience:

- Experienced in driving customer service & order management processes in a large FMCG company.

- Good understanding of CRS (Replenishment System) and Stock Norms for different channel partners.

- Experience in working in DMS set up and best in class metrics for Customer Service & Delivery Metrics.

- Implementation experience in Order Management Solutions (OMS).

- Good understanding about planning & logistics processes.

- Experience in driving OMS implementation and project management.

- Team leadership and managing large set up of mid-level/ junior resources.

- Drive change management with very high cross functional engagement.

- Good understanding about backend planning processes, stock availability & SAP.

- Good in analytics & adoption of technology.

- Engagement with different channel partners & develop customise solutions in different partners.