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Our client, an American multinational consumer products company is looking to engage with a Customer Service Executive.
As a Customer Service Executive, you will facilitate the Modern Trade/E-commerce team in meeting its targets and ensure CS&L delivers high service levels to customers at the lowest supply chain costs. You will drive master data governance and service levels for Modern Trade by continuously engaging with multiple stakeholders such as customer counterparts, KAMs, DTMs, CSMs, and CP warehouse personnel.
Responsibilities:
1, Maintain master data at the customer’s end and in SAP, including monthly files, FR loss details, promo grids, SPI trackers, stock reports by the 21st of M-1, GS1 updates, high-resolution NPI images, and daily DT article master updates shared with customers and DT DEOs.
2. Connect daily with warehouses and communicate promotions by the 25th of M-1, manage stock reservations and centralized quota uploads in SAP as required by the 25th of M-1, update centralized material determination for Esker/Javis by the 1st of M, and perform daily Javis master updates.
3. Manage NPI listings with customers using standard forms.
4. Analyse daily stock-outs, perform weekly and monthly fill rate reconciliations as needed, track monthly loss parameters, and proactively communicate potential availability gaps to customers.
5. Conduct returns analysis, root cause investigations, and manage customer communication and liaison activities.
6. Support ad hoc customer requirements by providing data, reports, and maintaining the event PO billing tracker.
7. Participate in weekly customer meetings to discuss fill rate reconciliation, NSO updates, and operational challenges.
8. Resolve miscellaneous operational issues including appointment and unloading challenges, ASN/EDI issues, ASN failures in Reliance, EDI generation errors such as incorrect quantity conversions, ZOED maintenance for new locations, POs not reflecting in SAP, and flag IDOC failures with root cause analysis.
Skills Required:
- Strong knowledge of SAP (MM, SD modules) and master data management
- Understanding of Modern Trade and E-commerce operations
- Proficiency in MS Excel for data analysis, reporting, and trackers
- Ability to analyse fill rates, stock reports, and returns data effectively
- Attention to detail for accurate master data maintenance and updates
- Strong communication and coordination skills to liaise with customers, KAMs, DTMs, CSMs, and warehouse personnel
- Problem-solving skills for root cause analysis and operational issue resolution
- Ability to prioritize multiple tasks and meet strict timelines
- Knowledge of EDI, ASN processes, and centralized quota uploads is an advantage
- Proactive approach with customer service orientation
- Teamwork and stakeholder management skills for cross-functional collaboration
.
FMCG
2+ years
1
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