Assistant Manager – Customer Operations-1

Job Description:

The Assistant Manager - Customer Service  is responsible for overseeing customer operations and ensuring the delivery of high-quality service. This role plays a key part in maintaining customer satisfaction and loyalty by managing inquiries, resolving issues, and coordinating with internal teams to provide seamless support.

Key Responsibilities:

• Superior Availability: Drive product availability across digital platforms to support business growth through effective supply chain execution.
• Cross-Functional Collaboration: Partner with Key Accounts (Sales) and Supply Planning teams to align priorities and deliver customer-centric solutions.
• Master Data Management: Manage and maintain customer master data across the full portfolio, ensuring accuracy and consistency throughout the fulfilment network.
• Order Processing: Oversee daily product movement from Distribution Centres (DCs) to customer Fulfilment Centres (FCs), ensuring timely and efficient delivery.
• Operational Excellence: Conduct root cause analyses of allocation losses, address stock-outs, resolve MRP issues, correct mapping errors, and manage product lifecycle activities including delisting inactive packs and onboarding new listings.
• Shipment Coordination: Plan and execute daily shipments across DCs, proactively resolving operational of challenges of appointments/Detention and PO extensions.
• Performance Monitoring: Design and maintain KPI dashboards (Fill Rate, In-Stock %) to track weekly and monthly performance, implementing corrective actions where necessary.
• Strategic Leadership: Lead and contribute to strategic projects under Joint Business Planning (JBP), strengthening customer partnerships and enhancing supply chain efficiency.

Experience Required:

• 5-7 years of experience in a customer operations role, preferably in the FMCG/Ecommerce industry
• Knowledge of SAP and CRM tools will be an added advantage.
• Experience with data visualization and Business Intelligence tools such as Tableau, Power BI.

Qualification & Skills Required:

• Master’s degree in any discipline
• Excellent communication and interpersonal skills
• Ability to multitask and work in a fast-paced environment.
• Strong problem-solving and decision-making skills