Analyst – Customer Operations-2

India is among the top ten priority markets for General Mills, and hosts our Global Shared Services Centre. This is the Global Shared Services arm of General Mills Inc., which supports its operations worldwide. With over 1,300 employees in Mumbai, the center has capabilities in the areas of Supply Chain, Finance, HR, Digital and Technology, Sales Capabilities, Consumer Insights, ITQ (R\&D \& Quality), and Enterprise Business Services. Learning and capacity\-building is a key ingredient of our success.

Job Description

Position Title

Analyst – Customer Operations

Function/Group

Supply Chain

Location

Mumbai

Shift Timing

1\.30pm to 10\.30pm

Role Reports to

Manager – Supply Chain Operations

Remote/Hybrid/in\-Office

Hybrid **ABOUT GENERAL MILLS**

• *We make food the world loves: 100 brands. In 100 countries. Across six continents.** With iconic brands like Cheerios, Pillsbury, Betty Crocker, Nature Valley, and Häagen\-Dazs, we’ve been serving up food the world loves for 155 years (and counting). Each of our brands has a unique story to tell.

How we make our food is as important as the food we make. Our values are baked into our legacy and continue to accelerate

us into the future as an innovative force for good. General Mills was founded in 1866 when Cadwallader Washburn boldly bought the largest flour mill west of the Mississippi. That pioneering spirit lives on today through our leadership team who upholds a vision of relentless innovation while being a force for good. For more details check out http://www.generalmills.com

General Mills India Center (GIC) is our global capability center in Mumbai that works as an extension of our global organization delivering business value, service excellence and growth, while standing for good for our planet and people.

With our team of 1800\+ professionals, we deliver superior value across the areas of Supply chain (SC) , Digital \& Technology (D\&T) Innovation, Technology \& Quality (ITQ), Consumer and Market Intelligence (CMI), Sales Strategy \& Intelligence (SSI) , Global Shared Services (GSS) , Finance Shared Services (FSS) and Human Resources Shared Services (HRSS).For more details check out https://www.generalmills.co.in

We advocate for advancing equity and inclusion to create more equitable workplaces and a better tomorrow.

• *JOB OVERVIEW**

• *Function Overview**

The GIC Supply Chain team manages end\-to\-end operations, encompassing planning, sourcing, manufacturing, logistics, and analytics. They strategically plan to meet market demands, optimize sourcing, ensure efficient production, and oversee the seamless movement of goods from production to delivery. The team employs advanced analytics throughout these processes, fostering adaptability and operational excellence. This collaborative approach ensures a well\-coordinated supply chain that aligns with both organizational goals and dynamic market conditions.

For more details about the Function please visit this Link

• *Purpose of the role**

Liaison between customer, Order Management, warehouse, transportation. Responsible for supporting and managing of OS\&D process and compliance chargebacks. Day\-day delivery of dedicated customers, manufacturer vendors, and warehouse distribution centers.

Duties include but are not limited to, order entry /processing in SAP, communication, follow up, complaint management and general resolution of customer (internal \& external) enquiries both verbal and written. Act as first point of contact for all external/internal customer queries. **KEY ACCOUNTABILITIES****Operational responsibilities****Daily management of Claim and OSnD’s (Overages, Shortages and Damages) Process:*** Assist in the optimization of order to cash process

• Dispute management
• Research and retrieval OSnD claims \& chargeback support within the Blue Buffalo Network, customers and applicable portals
• Ensure all claims are reviewed and processed in a timely manner
• After validating claims create Credit / Debit in SAP for inventory by referencing it with invoice
• Maintain chargeback documentation and communicate findings with internal partners
• Assist in determining root causes by monitoring and tracking repeat issues.
• Assist in preparation of reporting as instructed

• *Process internal requests received from the team (Order Management) :*** File Orders in SAP \& send it to warehouse for processing

+ These will be free of charge orders pertaining to Samples, products to be sent etc

• Share status of requests with the requestor

• *Managing Courtesy treats to be sent to Pet Parents:*** Customers who have had problems in the products that were delivered to them, send out Courtesy treats to them.
• File orders with SAP \& send it to warehouse for processing.

• *Reporting and analysis:*** Create Customer specific reports and send them out to respective Customers whose Orders were shipped a day prior.
• Co\-ordinate / communicate on any specific follow ups from customer

Meet defined metrics and timelines associated with the process.

Support any other operational responsibilities as required/requested **Additional Responsibilities*** Support initiatives/efforts on process improvements

• Perform System updates/maintenance as necessary
• Participate in team events, initiatives and collaboration.
• Co\-ordinate process documentation, standardization.

• *MINIMUM QUALIFICATIONS*** Education – Full time graduation from an accredited university (Mandatory\- Note: This is the minimum education criteria which cannot be altered)
• Preferred Major Area of Study: Supply Chain

• *PREFERRED QUALIFICATIONS*** 1\-2 years of deductions support, claims research or accounts receivable
• 1\-2 years of experience in order management or accounts payable

Company Overview

We exist to make food the world loves. But we do more than that. Our company is a place that prioritizes being a force for good, a place to expand learning, explore new perspectives and reimagine new possibilities, every day. We look for people who want to bring their best — bold thinkers with big hearts who challenge one other and grow together. Because becoming the undisputed leader in food means surrounding ourselves with people who are hungry for what’s next.