Department: Supply Chain / Customer Service
Industry: FMCG (Fast-Moving Consumer Goods)
Location: Mumbai
Contract Duration: 1 year
Experience Required: 3–4 years
Job Summary:
We are looking for a detail-oriented and customer-centric professional to join our Supply Chain team as a Customer Service Executive on a contractual basis. The ideal candidate will have hands-on experience in managing customer service operations across E-commerce, Modern Trade, and General Trade channels within the FMCG industry.
Key Responsibilities:
- Act as the primary point of contact for customer service operations across ECOM, MT, and GT channels.
- Manage order processing, dispatch coordination, and delivery tracking in alignment with SLAs.
- Liaise with internal teams (sales, logistics, warehouse, finance) to ensure seamless order fulfillment.
- Handle customer queries, complaints, and escalations with professionalism and efficiency.
- Maintain accurate records of orders, returns, and customer interactions.
- Generate daily/weekly reports on order status, fill rates, and customer service KPIs.
- Support the implementation of process improvements to enhance customer satisfaction.
Key Requirements:
- Bachelor’s degree in Supply Chain, Business Administration, or a related field.
- 3–4 years of relevant experience in customer service within the FMCG sector.
- Proven experience in handling E-commerce platforms, Modern Trade, and General Trade operations.
- Strong communication and coordination skills.
- Proficiency in MS Excel and ERP systems (SAP, Oracle, etc.).
- Ability to work independently and manage multiple priorities in a fast-paced environment.
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