Customer Service Manager- Out of Home & Value Leadership

Overview

Lead end-to-end out-of-home and institutional customer service and fulfillment operations, while serving as the CS&ML PMO lead for Value Leadership cost-reduction and productivity projects.

What you'll do

• Own end-to-end customer service operations for HoReCa, Travel Retail, QSRs, Airlines, Canteens, and Institutional clients.
• Drive high fulfillment metrics (Case Fill Rate, Order Fill Rate, On-Time In-Full) while minimizing transit damages and turnaround time.
• Build strong collaborative relationships with key accounts, understanding their delivery constraints, order cycles, and customized packaging and palletization needs.
• Ensure seamless invoice matching, credit note management, and swift reconciliation of returns and claims.
• Partner with Regional Logistics Managers to optimize regional warehousing, cross-docking, and last-mile freight for non-traditional channel routes.
• Maintain strict product integrity and temperature control for temperature-sensitive confectionery across direct and indirect distribution points.
• Participate actively in weekly S&OE / DMR reviews to ensure stock availability and forecast alignment for high-volatility institutional orders.
• Serve as the CS&ML PMO lead for Value Leadership, identifying, validating, and tracking cost-reduction and productivity projects (e.g., freight optimization, warehouse productivity, packaging simplification, payload maximization).
• Model and monitor channel-wise Cost-to-Serve (CTS) analytics to deliver sustainable margin improvements.
• Lead Lean/CI initiatives to eliminate waste, standardize SOPs, and automate reporting and analytics across regional logistics hubs.

What you'll need

• Bachelor's Degree in Engineering, Operations, or Supply Chain.
• 5–9 years of progressive experience in Supply Chain, Customer Service, Logistics, or Route-to-Market operations in FMCG / CPG / Food & Beverage.
• Strong negotiation, customer relationship management, and conflict-resolution skills.
• Strong proficiency in cost modelling, Cost-to-Serve analysis, and supply chain P&L levers.
• Hands-on experience with ERP systems (SAP S/4HANA / SD / MM), WMS/TMS, and BI tools (Power BI / Excel).
• Strong stakeholder and conflict management skills with effective priority setting.
• Thrives in fast-paced, high-pressure environments while maintaining professionalism and urgency.
• Balances competing priorities and provides clear direction and focus to meet business needs.

Nice to have

• MBA / Post-Graduate Diploma from a tier-1/2 business school.

Details

• Location: Mumbai, Maharashtra, India.