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 HoReCa, 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.