Customer Service Specialist

About the Role:

Own end-to-end Customer Service performance for MT and E-commerce Key Accounts, driving operational excellence and continuous improvement initiatives. Drive best-in-class service levels for MT and E-commerce customers through engagements. SPOC for Key Account customers by managing order processing, supply management, inventory allocation, and service delivery performance.

Main Responsibilities:

• Committed to delivering best-in-class service levels for MT and E-commerce accounts
• Partner with key accounts through regular performance reviews to improve service levels
• Lead the development of Key Account customer relationships by driving proactive engagement, ensuring timely resolution of customer concerns, and fostering a customer-centric approach that delivers loyalty and business growth.
• Facilitate strategic discussions with key accounts on forecasting requirements and fulfilment plans to enhance business growth
• Drive cross-functional coordination with Demand Planning and Trade Marketing to maintain forecast accuracy for Key Account customers
• Analyse fill rate losses, identify underlying causes, and collaborate with stakeholders to implement sustainable improvement actions
• Champion service excellence initiatives through the adoption of digital tools, analytics, and automated workflows to drive service excellence.
• Create and manage performance dashboards for regular reviews of fill rates, on-time delivery, forecast accuracy, and customer service metrics
• Maintain accurate order execution by conducting periodic reconciliation of customer POs and SAP orders, ensuring data integrity and service excellence
  
  

About You:

Post-Graduation in Operations / relevant filed with 8+ years of experience in same process in FMCG.

SPECIFIC KNOWLEGE

• Understanding of Supply Chain area, particularly Customer Service (preferred FMCG background)
• Deep understanding of key KPIs such as Case Fill Rate, Order Fill Rate, Line Fill Rate, OTIF etc.
• Business analytical skills
• Knowledge of Supply Chain verticals
• Project management
• Proficiency in MS Office (MS Excel, Power Point etc.)
  
  

Skills Required

• Passionate about building strong customer relationships and increasing customer engagement.
• Customer & Business oriented mindset
• Team player
• Excellent interpersonal and communication skills
• Ability to deal with challenging situations
• Ability to adapt and manage timelines as per business need
• Sound knowledge of SAP
  
  

Job Referral Code- C

What We Offer:

Careers with caring built in - discover our benefits here.

About Ferrero:

Ferrero began its journey in the small town of Alba in Piedmont, Italy, in 1946. Today, it is one of the world’s largest sweet-packaged food companies, with many iconic brands sold in countries all over the world. Find out more about Ferrero at ferrero.com.

DE&I at Ferrero:

Ferrero is committed to building a diverse and inclusive culture in which all employees feel welcomed and appreciated and have the same opportunities. We believe all our people are equally talented in their own way. In nurturing the curiosity and natural abilities of our employees, we provide them, generation after generation, the means to succeed personally and professionally, enabling them to craft their journey at Ferrero. The diversity of our talents is what makes our work environment multicultural, innovative, and highly rewarding.

Find out more here.

---