Senior Manager - Logistics and Customer Service

Roles and Responsibility:

• Order Processing-

  • OTIF is the Key KPI of this role and He/She need to ensure OTIF best Vs Industry standard.

  • Order Ageing Analysis- Ensuring orders are getting completed within defined timelines. Engaging with sales team, Customers to execute, short-close old orders to ensure clean order book  

  • Order Completion- All line items need to be completed within defined timelines.

  • Coordinate with Planning team for Stock out SKUs availability, timely follow-up and update to sales team on status. Cross regional billing based on availability, distance & cost

  • Vehicle Planning & optimization- Load ability improvements, Optimization in route planning- Multi pick, Multi drop scenarios

  • Process automation using- RPA, evaluate & implement external tools for process efficiency improvements

• Customer & Sales Team Engagement-

  • Regular contact with Sales team to understand challenges related to Order processing & execution, Product availability, Completion timelines, B2B Priorities.

  • Customer / Project Contractor Visits on regular Intervals- Understanding needs, expectations, and business challenges, and tailor solutions accordingly.

  • Respond to customer inquiries and issues promptly, ensuring issues are resolved in a timely and effective manner.

  • Maintain accurate records of customer interactions, transactions, orders, and feedback.

  • Prepare regular reports on customer service performance, logistics issues, and customer feedback for internal stakeholders.

• Focused Efforts to Improve B2B Customer Service

  • Understanding of B2B business- Enterpise, Industrial & Infra.

  • Design & Implement strategy for each B2B vertical-

  • Coordinate with Supply Planning team & make sure stock availability against each order line item, influence Production preponement, SKU Changes to ensure order completion within due dates.

  • Logistics Planning & execution to optimize Cost & service levels of smaller orders.

  • Proactive Engagement with Sales Teams & customer more frequently to understand changing business environments.

• Export Logistics

  • End to End Planning & execution of Orders- Stock planning, CHA & Freight forwarder engagements, Documentation, Custom Clearance.

  • Order Book management & Export sales realization planning.

  • Stakeholder Management- Sales, Planning, Procurement & finance

• Monitors performance metrics (KPI’s) to understand service and efficiency trends within assigned customers and identify opportunities for improvement. Shares performance information with the Team and customers to develop collaborative approaches to correct inefficient behaviors or fix system disconnects.

• Carries out the execution of new initiatives including but not limited to: OTIF Improvement, Direct to retailer delivery.

• Leverages information from business tools, account plans, and information systems. Collaborates with the entire sales team and the customer to improve customer service.

• Process improvement (incl SOP updating, roll-out and depot staff training)

• Define and roll-out a PLIP (Performance Linked Incentive Plan) for depot staff

Requirement:

• Postgraduate in Operations Management (preferably from NITIE, IIM, SP Jain)

• Should have worked in Logistics & Customer Service roles, Central order processing role.

• 5+ years FMCG, Building Material sales / distribution / planning / Operations experience

• Working with Largescale organizations in Bulk Industry.

• Experience in SAP SD Module- Order processing, WM Modules

• Proficient in Microsoft Excel, Power BI, Any TMS applications

• Understanding of Deployment Planning, Inventory Management , Logistics Cost levers.