Asst Manager - Customer Service

About The Role
Manage OTC (Order to Cash) interfaces with internal & external customers efficiently and effectively.

How Will You Do It 

•  Perform Sales and Delivery Order Management tasks in SAP.
•  Contribute to development of customer relationships through proactive customer communication related to order management e.g. product availability, order status and delivery tracking.
•  Support Credit Management, Billing and Accounts Receivable clearance.
•  Manage Master Data maintenance process to ensure effective order management.
•  Execute orders with accuracy and specific focus on the following fields like incoterms, RETA (requested ETA), Text ID’s & Shipping instruction, LC (Letter of Credit) term, Partner role, Plant code, Arrival Port, etc.
•  Handle customer complaints via Non-conformance Management (NCM) system Actively communicate status, investigation results, corrective actions to customer and ensure on time closure for service / product quality related complaints. Capture customer expectations / requirements and feedback to BU (business unit) sales / marketing.
• Support implementation of business rules related to customer order management process
•  Provide order status report and track customer orders, transactional report creation & circulation and timely following up for documentation.
• Contribute to further developments of customer care within CI and fostering a culture of customer focus in the team.
•  Timely collection and submission of notarised agreement (high seal sale & bond sale) and BoE copies.
• Preparation of business reports, inventory reports, any other reports as per business requirements.

Planning Job

• Support demand planning with Local Sales and RBU coordination for monthly replenishment, based on sales forecasts.
• Handle import clearance processes and work towards resolution of customs queries.
• Track aging & slow-moving stocks; drive liquidation in coordination with sales.
• Manage incident cases such as leakage, pilferage, or damage, ensuring timely reporting and resolution.

Digital Transformation & AI-Driven Operations:

• Knowledge and use of digital & AI tools like Power BI, SAP Analytics Cloud, RPA bots, e-commerce portals, customer self-service platforms, real-time dashboards & CRM tools.
• Participate in SAP S/4HANA or process automation upgrades, ensuring smooth change management and adoption within the team.
• Actively contribute to Continuous Improvement initiatives to achieve efficiency with cost reduction.

What We Look For

• Education: Graduate in any stream, MBA / PGDM in SCM Operations preferred.
• Working Experience: More than 5-7 years’ experience in customer service / supply chain planning.
• Certification on Supply Chain like APICS etc. will be an added advantage.
• Good communication & analytical skills.
• Good understanding of the products, services & processes of relevant business segments.
• Ability to collaborate within and outside the team to support customers & business.
• Demonstrate Customer Focus
• Collaborate for Achievement
• Communicate Effectively. 

Work Location 

• Godrej One - Mumbai