Head of Customer Service

Job Title:

Head – Customer Service

Function:

Global Supply Chain

Key Responsibilities
• Manage the transition to secondary sales based billing process and set up a team to execute the same
• Develop a multi lingual and multi location team with a strong customer service culture
• To create project plan, monitor the progress and ensure adherence to timeline
• Set up a periodic customer engagement program for timely resolution of operational issues at each supply node
• To devise and track metrics for service levels from CFAs to Distributors
• Work with the inventory planning and Distribution teams to ensure that product availability at each node is ensured in line with the generated order
• Promote the use of analytics to drive continuous improvements to customer service
• Identify opportunities to refine the logic for order generation and work with IT teams (inhouse as well as outsourced) for implementation

Travel Estimate

Up to 20 %

Job Scope

Internal Interactions (within the organization)

Demand Planning, Carrying and Forwarding Agents, Depots, IT Team, HO Distribution, India Business (Sales Team)

External Interactions (outside the organization)

Distributors, Technology & Analytics Service Providers

Geographical Scope

India

Job Requirements

Educational Qualification

Bachelors and Post graduate degree program

Skills
• Customer Service and Change Management.
• Collaborate and Influence in matrix organization such as Information technology teams, SC leadership, Finance Teams, Sales Teams to drive improvements
• Ability to work in ambiguous environment, identify critical issues and develop new solutions
• Analytical bent of mind
• Proven capabilities in building and managing high performance teams

Experience

Tenure: 10+ years of Analytics and Hands on Distribution/Customer Service Experience