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 SOE Integration: Participate actively in weekly SOE / 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 CSML 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 PL 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.