Customer Service Manager- Out of Home & Value Leadership

Job Description: Key Responsibilities :

1. OOH & Institutional Channel Customer Service & Fulfillment Order-to-Delivery Operations : Own end-to-end customer service operations for Ho. Re. Ca, Travel Retail, QSRs, Airlines, Canteens, and Institutional clients. Service Level Excellence: Drive high fulfillment metrics (Case Fill Rate / Order Fill Rate / On-Time In-Full) while minimizing transit damages and turnaround time. Customer Collaboration: Build strong collaborative relationships with key accounts, understanding their unique delivery constraints, order cycles, and customized packaging/palletization needs. Claims & Dispute Management: Ensure seamless invoice matching, credit note management, and swift reconciliation of returns and claims
2. Logistics Network & Route-to-Market Execution (OOH) Distribution Strategy : Partner with Regional Logistics Managers to optimize regional warehousing, cross-docking, and last-mile freight for non-traditional channel routes. Cold-Chain & Freshness Governance : Maintain strict product integrity and temperature control for temperature-sensitive confectionery across direct and indirect distribution points. Inventory & S&OE Integration : Participate actively in weekly S&OE / DMR reviews to ensure stock availability and forecast alignment for high-volatility institutional orders
3. Value Leadership & Continuous Improvement (Cross-Functional) VL Pipeline Stewardship: Serve as the CS&ML PMO lead for Value Leadership, identifying, validating, and tracking cost-reduction and productivity projects (e.g., freight optimization, warehouse productivity, packaging simplification, payload maximization) Cost-to-Serve Optimization: Model and monitor channel-wise Cost-to-Serve (CTS) analytics to deliver sustainable margin improvements. Process Standardization & Digitalization: Lead Lean/CI initiatives to eliminate waste, standardize SOPs, and automate reporting/analytics across regional logistics hubs Education & Professional Qualifications : Bachelor’s Degree in Engineering, Operations, or Supply Chain; MBA / Post-Graduate Diploma from a tier-1/2 business school preferred Knowledge / Experience : 5–9 years of progressive experience in Supply Chain, Customer Service, Logistics, or Route-to-Market operations in FMCG / CPG / Food & Beverage Customer Centricity: Strong negotiation, customer relationship management, and conflict-resolution skills. Analytical & Financial Acumen: Strong proficiency in cost modelling, Cost-to-Serve analysis, and supply chain P&L levers. Tool & Systems Proficiency: Hands-on experience with ERP systems (SAP S/4HANA / SD / MM), WMS/TMS, and BI tools (Power BI / Excel) Key Competencies: Strong stakeholder and conflict management skills with effective priority setting. Thrives in fast-paced, high-pressure environments while maintaining professionalism and urgency. Balances competing priorities and provides clear direction and focus to meet business needs.