**Job Description – Senior Customer Fulfillment Coordinator** **Location - Mumbai** **Job Purpose** + Manage Customer fulfilment daily operational activities execution (Sales & Operations Execution) and communicates to internal stakeholders + Responsible for the effectiveness of the overall Customer Fulfilment process + Support SC Customer Engagement team with analytics and reporting + Responsible for day-to-day coordination & governance with O2C team or of any local outsourced back-office activity. **Key Accountabilities** + **Manage S&OE Process** + Execute proactive and reactive mid & short-term stock management in the legacy systems + Share potential shortage & OOS identified for following 4 weeks to planning & Customer Fulfilment management + Apply short-term stock management to steer Stock in Trade + Gather all OOS issues impacting customers in order to manage communication with the customer. + **Customer Fulfilment Coordination** + Decision on external and internal mitigation actions (delay deliveries, modify order quantity, propose substitution) + Provide product allocation per customer in a shortage situation + Defines backorders policy and prioritization decisions + Determine the orders that are eligible for fulfilment using short shelf-life (batch determination & customer agreement) + Apply short-term stock management to drive SIT + Determine the maximum threshold for OOS and shortage: Customer accepted quantities, PAL, MOQ definition + Manage contact with the warehouse or 3PL relating to necessary fulfilment activities + Enables customer communications via SC Customer Engagement + **Process Effectiveness & Analytics** + Monitor the E2E fulfilment process running a defined set of reports and analysis to detect issues/inefficiencies and drive continuous improvements + Communicate root cause analysis of issues found + Executes additional process analysis when requested + Prepare/extract KPIs for fulfilment processes (S&OE, Revisit, RCA OTIF) + Support month end closing (S&OE landing) to ensure all steps defined in monthly sales objective are properly executed + Prepare SISO & SIT consolidation data's & analysis and documentation + Manage VMI customer analytics & replenishment (where relevant) + **Collaboration with SC Customer Engagement team** + Supports necessary SC customer collaborative activity driven by SC Customer Engagement + Attends SC Operational meetings with VIP customers when necessary + **Outsourced Back Office or 3PL/4PL Activity Governance (where relevant)** + Orchestration, governance & escalated activities of outsourced O2C or 3PL/4PL activity. + **Compliance** + Compliance routines & O2C monitoring (incl. 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