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BriefCase

Customer Service Officer Job in Britannia Industries Ltd

Customer Service Officer

Britannia Industries Ltd 4+ weeks ago
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Job Summary Position Summary The Customer Service Officer is responsible for managing customer service operations and ensuring efficient replenishment processes within the assigned region. This role involves coordinating with internal and external stakeholders to ensure timely order fulfillment, stock management, and customer satisfaction. Key Responsibilities Customer Service Ensure timely intervention and resolution of customer queries and issues. Manage customer satisfaction levels for direct customers, including general trade (GT), modern trade (MT), e-commerce, and others. Monitor and address customer feedback and complaints. Replenishment and Logistics Manage stock levels and accuracy at customer fulfillment centers (CFAs). Ensure adherence to depot hygiene and safety standards. Coordinate transportation activities, including truck placement and order execution. Negotiate freight rates and optimize transportation costs. Operational Efficiency Monitor and analyze key performance indicators (KPIs) related to replenishment and customer service. Prepare reports and identify areas for improvement. Conduct regular depot visits to assess adherence to standard operating procedures (SOPs). Vendor Management Facilitate timely resolution of vendor issues and concerns. Manage relationships with vendors and suppliers. Required Qualifications Bachelor's degree in supply chain management or operations. 5-7 years of experience in customer service or logistics within the FMCG industry. Proficiency in SAP, Excel, and other relevant software. Strong communication, negotiation, and problem-solving skills. Ability to work independently and as part of a team. Desired Skills Experience with transportation management systems (TMS) and warehouse management systems (WMS). Data analysis and presentation skills. Knowledge of logistics and warehousing best practices. Key Success Criteria Emotional resilience and ability to handle customer concerns effectively. Attention to detail and accuracy in work. Willingness to learn and adapt to new challenges. Flexibility to work in a dynamic and fast-paced environment. Strong interpersonal skills and ability to build relationships with stakeholders.
Experience Required :

5 to 7 Years

Vacancy :

2 - 4 Hires

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