Job Description:

The Customer Service Executive 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:

3-5 years of experience in a customer operations role, preferably in the FMCG/Ecommerce industryKnowledge 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:

Bachelor's degree in any disciplineExcellent communication and interpersonal skillsAbility to multitask and work in a fast-paced environment.

Strong problem-solving and decision-making skills