Designation

Manager - Customer Service, GT

Function

Product Supply Organization

Location

Mumbai - SCP

Reporting To

Associate Director - Customer Service

Job Description

Tata Consumer Products Ltd.

About the Job: Manager – Customer Service

Function: Product Supply Organization

Location: Mumbai

Reporting To: Associate Director – Customer Service

At Tata Consumer Products Ltd, we stand #Forbetter – Planet, Sourcing, Nutrition, Communities. And #ForBetter Opportunities …. Here’s an exciting one!

How does this Job align to our Strategy?

At the core of Tata Consumer Products' business approach lie six strategic pillars that serve as the foundation for its growth and success: Strengthening & Accelerating our Core Business, Driving Digital and Innovation, Unlocking Synergies, Creating a Future-Ready Organization, Exploring New Opportunities and Embedding Sustainability.

This job opportunity closely aligns with one of these key strategic pillars, which is driving Strengthening & Accelerating our Core Business. The role involves management of warehouses and secondary freight for the respective cluster. The job aims to bring tangible business value by strengthening & accelerating our core business.

Where do you come in as?

SVP- Planning & Logistics

Associate Director- Customer Service

Manager- Customer Service, GT

This job is at N-4 level (N corresponds to CEO’s level)

Top dimensions :

Geography: India

Direct reports : NA

Complexity of the role (Optional) : NA

Matrix Reports : NA

Type of Role : Individual contributor

Primary Stakeholders (Optional) : NA

What are the Key Deliverables in this role?

Background

Currently the day-to-day planning of dispatches is done by the individual CFAs manually by interacting with the TSEs and ASMs. The intent is to centralize the planning done at the CFAs by using a tool which will optimize and plan the dispatches. The intervention from the Sales team and the CFA should be minimized.

This role will entail managing the tool and the key stake holders – Sales, GT customers and Deliver team while driving the KPIs.

Financial Outcomes

• Review and create loss tree analysis for the fill rates and OTIF.
• Drive key KPIs- OTIF, Fill rate and TAT improvement for GT customers

Customer Service

• Engage proactively with customers to ensure Fill rate, OTIF, TAT is within the set guidelines.
• Engage with Sales team (ASMs, RSMs, Cluster Heads)
• Ensure efficient service to customers.
• Conduct root cause analysis and identify solutions to ensure effective service to customers.

Internal Processes

• Drive the utilization of the tool and ensure key KPIs are adhered to which will be fixed from time to time
• Ensure Masters are maintained whilst coordinating with Stakeholders like S&OP, Sales, and Deliver team

Innovation & Learning

• Engage with the digital team to drive improvements in the tool.

What are the Critical success factors for the Role?

• Graduate with MBA
• Prior 5-7 years in FMCG Industry in the areas of CFA, Order Management , Channels Operations.
• Project management skills is desirable.
• Knowledge & prior experience in SAP
• Stakeholder management capabilities; leading the customer service, GT

What are the Desirable success factors for the Role?

• A go-getter who will drive change and discipline in the system whilst ensure Customer First approach.
• Very high on people management skills.
• Understanding the sales system.
• Analytical and problem-solving abilities, with a focus on delivering actionable insights and innovative solutions.

TCPL Growth Mindset and Behaviors

We are obsessed about keeping Consumers & Customers first in our hearts – that’s why we are here !

We are trailblazers in executing with Excellence … Together as One Team !

We take Ownership of our business …delivering value for our Stakeholders .. no Compromises !

We are Open to Continuously improving … Continuously innovating … For Better !

We live & breathe our Tata Code of Conduct

About Us: At Tata Consumer, we stand ‘For Better.’

Tata Consumer Products is a focused consumer products company uniting the principal food and beverage interests of the Tata Group under one umbrella. Our brands embody our purpose of ‘For Better ‘through the value they deliver to consumers with a focus on innovation, health and wellness, convenience and premiumisation. The Company’s portfolio of products includes tea, coffee, water, RTD, salt, pulses, spices, ready-to-cook and ready-to-eat offerings, breakfast cereals, snacks and mini meals. Our key brands include Tata Tea, Tetley, Eight O’Clock Coffee, Tata Coffee Grand, Himalayan Natural Mineral Water, Tata Copper+ and Tata Gluco+, Tata Salt, Tata Sampann and Tata Soulfull. In India, Tata Consumer Products has a reach of over 200 million households, giving it an unparalleled ability to leverage the Tata brand in consumer products.

The Company has a consolidated annual turnover of ~Rs. 15,206 Crs with operations in India and International markets. For more information please visit www.tataconsumer.com

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