Manager Customer Care Operations

Position Details

Department Overview

India SCHIL market supply chain team, manages planning, customer care and logistics with distribution Spend – ~6ME, and network of 15 DCs, ~3500 Customers.

Job title: Manager Customer Fulfillment Excellence

Direction & GBU: Supply Chain Management

Geographical Remit of Role: Region

Location (based out of): Mumbai

Report to: Head Customer Service & Operation

Functional Reporting to: (if applicable)-

Manager position: No

Supervises (Direct & Indirect): Direct: - Manage external resources (3PL)

Indirect: -

Customers: Internal: GBU Commercial, Trade & Revenue, Business Operation and Finance teams

External: Distributors, 3PL Partners, Transporters

Purpose

The Customer Fulfillment Process Manager oversees and optimizes the end-to-end customer fulfillment process, ensuring that orders are processed efficiently and meet customer expectations. This role involves managing key accounts, controlling the fulfillment operations through a control tower, training and developing teams including 3PL partners, and acting as a key user for SAP and other fulfillment-related tools.

Performance Standards: Duties & Responsibilities

Key Areas

Action Areas , Deliverables and Outcomes

Weightage

1. Process Management and Optimization

• Develop and implement strategies to streamline the order fulfillment process, from order placement to delivery
• Monitor and analyze key performance metrics (KPIs) to identify areas for process improvement.
• Collaborate with supply chain, logistics, and warehouse teams to ensure timely and accurate order fulfillment.

25%

2. Key Account Management

• Manage key accounts such as modern trade and online channels to ensure fulfillment processes meet their specific requirements. M
• Monitor and analyze key performance metrics (KPIs) to identify areas for process improvement.
• Develop and implement strategies tailored to the needs of key accounts to enhance satisfaction and operational efficiency.
• Oversee the control tower operations to ensure real-time visibility and coordination of the fulfillment process.
• Manage and resolve any issues or disruptions in the supply chain by coordinating with relevant teams and stakeholders.

25%

3. Training & Development

• Develop and deliver training programs for internal teams and third-party logistics (3PL) partners to ensure they are well-versed in fulfillment processes and standards. Ensure the alignment of the catalogue and product information between the GBU & Customer.
• Provide ongoing support and guidance to team members and 3PL staff to foster skill development and process adherence. Ensure that the processes (supply, returns etc) are aligned between the customer & GBU and define a dashboard with the shared indicators.
• Evaluate the effectiveness of training programs and make improvements as needed.

20%

4. Technology & Analytics

• Analyze fulfillment data and trends to drive decision-making and process improvements.
• Prepare and present regular reports on fulfillment performance, including metrics such as order accuracy, delivery times, and customer feedback.
• Utilize data to forecast demand and plan resources effectively.
• Act as a key user for SAP and other fulfillment-related tools, ensuring effective use and integration within the fulfillment process.
• Oversee the implementation and utilization of fulfillment management systems.
• Stay up-to-date with industry trends and advancements to recommend and integrate new tools and technologies.

15%

5. Stakeholder Management & Compliance

• Ensure fulfillment processes comply with company policies, industry regulations, and quality standards.
• Develop and enforce standard operating procedures (SOPs) for fulfillment activities.
• Conduct regular audits and reviews to ensure adherence to quality and compliance standards.
• Work with external vendors and partners to ensure they meet fulfillment requirements and standards.
•  Coordinate with internal stakeholders, including sales, marketing, and IT, to align fulfillment processes with overall business goals.

15%

Pre-requisites

Knowledge, Skills & Competencies / Language

• Strong Analytical and Problem-Solving skills.
• Decision making, ability to prioritize.
• Negotiation skills, Conflict Management.
• Proficiency in SAP and other fulfillment management systems.
• Strong stakeholder engagement, Networking ability, Business Acumen
• Process, System and Tools orientation.

Qualifications

• Graduate (Science / Commerce Preferred)
• 5+ years of experience with 3+ yrs in demand, supply planning and Customer Care
• Working knowledge of SAP is desirable and demonstrated ability to work in Excel is a must
• Cross functional, technology, projects experience preferred.
• Pharmaceutical / FMCG industry experience is a plus

Any other requirements of the job

• This position requires moderate travel within India.
• This position will suit an individual who is able to operate independently.