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Job Description:

Position: Asst Regional Fulfilment Manager

WL: 1D

Location: Chennai Regional office

Hiring Manager: Gajula Balaji

1. Role Purpose

The Customer Centricity role is responsible for improving end‑to‑end customer fulfilment by driving Day‑0 delivery accuracy, reducing loss packs, ensuring secondary execution hygiene, strengthening GTM readiness, and resolving customer issues with agility.
This role acts as the central link between Sales, Supply Chain, Depot Operations, Finance, and Customer Development to elevate customer service levels and drive frictionless replenishment.

2. Key Responsibilities

A. GTM & Fulfilment Tracking

Lead GTM DOT tracking with a focus on actionable insights.Monitor Day‑0 performance, Depot CCF, TOP loss packs, and drive corrective actions.Track and recover Day‑0 loss packs with depot teams.Analyse and close the Pre‑CCF to Day‑0 gap.Conduct Secondary CCF / LF tracking analysis and partner with CD and FF teams.

B. Depot Execution & Norm Hygiene

Ensure Depot Norms and Norm Hygiene adherence across clusters.Conduct RS Norm Hygiene checks and take corrective actions.Monitor Primary Manuals Tracker for depot accuracy, stock availability, and compliance.Manage space utilisation and redistribution of excess stock.

C. Customer & Market Issue Resolution

End‑to‑end customer issue resolution, including depot‑level escalations.Work with Lever Care teams to close customer tickets on time.Handle POD settlement issues, credit extension execution at depots, and escalated service requests.Manage Take‑back requests (planned & adhoc).

D. Sales Planning & Trend Monitoring

Conduct DD sales trend checks and support month‑end & MOC planning.Track Quarter Numbers & TDP achievement for customer service KPIs.Monitor DD scale‑up opportunities and partner with Sales for on‑ground execution.Support DSE / NMSM execution and recovery plans.

E. PDP & Replenishment Governance

Drive PDP adherence tracking, ensure usage of PDP Value & downward lock.Lead PDP realignment during disruptions, cluster changes, or route redesigns.Ensure real‑time connect with Field Force (FF) and ASM for execution.

F. Customer Master Data & Activation

Manage new customer enrolment and master creation accuracy.Support pack activation / deactivation in secondary systems.End‑to‑end tracking of PRO customers from a replenishment perspective.

G. Stakeholder Engagement & Governance Forums

Regular connect with FF / ASM, providing visibility on fulfilment KPIs.Facilitate Cluster ORM meetings, presenting key issues and improvements.Lead Area‑level connect for operational performance alignment.Conduct Rs scorecard reviews and discuss secondary CCF with CD.Prepare and publish RLT slide updates for secondary performance.To get CNCC & PNCC every quarter.Communicate Stress packs to the Customer Development team for action.

H. Disruption Management

Handle disruptions proactively (inventory gap, route failures, supply delays).Drive PDP realignment and customer prioritization during disruptions.

3. Key Performance Indicators (KPIs)

Day‑0 fulfilment %Depot CCF & Secondary CCFLoss Pack % & RecoveryPDP adherence & downward lock usageTDP / Quarter targets linked to fulfilmentCustomer Issue Closure Time (Lever Care, POD, Credit, Shortage settlement)PRO customer service level – A2I gap reduction, PDP adherence, SEC CCFReduction in pre‑CCF to Day‑0 gapDSE TATNMSM

4. Skills & Competencies

Functional Skills

Customer Fulfilment & Order‑to‑Cash knowledgeData analytics & trend identificationDepot operations understandingDemand & supply planning exposureGTM & Route-to-Market process knowledge

Behavioural Skills

Problem solving & agilityStrong stakeholder managementCustomer‑first mindsetGovernance & process disciplineCommunication & collaboration

5. Qualifications & Experience

Graduate/Post Graduate in Supply Chain, Business, Operations or related fields.3–7 years of experience in Customer Service, Fulfilment, Supply Chain, or Sales Operations.Experience in FMCG distribution & depot management preferred.