Customer Service Executive
India Locknow
25d ago

Job Title

Customer Service Executive ( MT )


Customer Service Department ( Front End Supply Chain)

Location ( City / Country )

Lucknow RO , India

Main Job Purpose (A concise statement setting out the main purpose and objectives of the job)

To ensure efficiency and control of the business activities from order receipt toproduct delivery

Key Accountabilities (Role and responsibilities and end results that would be expected)

The Customer Service Executive would be responsible for below activities

  • Master Data management for entire HUL portfolio listed with the customer and all DC / Store combinations
  • Maintaining the Mapping in HUL system as per the customer master
  • Managing end to end flow of merchandise on daily basis from HUL DC to the customer's DC / Stores
  • Performing day to day activities - Loss Tree and Root Cause Analysis of Top losses, Stock Outs, MRP issues, Mapping issues, Delisting of inactive packs, new listings etc
  • Coordinating and Planning for daily dispatches across the Depots to Customer's DC / Stores - resolving issues on extra Appointment and PO Extensions
  • Drive on shelf availability and support all marketing plans & new launches to deliver business growth through flawless supply chain execution
  • Need based liaising with HUL Key Accounts (Sales) Team, Supply Planning Team, customerBuying & Supply Chain Team
  • Formulating Dashboards on KPIs - Fill Rate, In Stock and Inventory (DOH), monitoring the performance at Weekly and Monthly intervals, and taking timely actions to meet the deliverables
  • Monitoring and controlling Key Promo packs for the month and timely switching to plain stock to minimize Excess Ordering
  • Meeting customers for replenishment review , master synchronization & sales forecast and feeding back the inputs in the HUL system
  • Anchoring the Strategic Projects as per the Joint Business Planning initiatives( egVMI , Forecast accuracy , EDI etc)
  • Key Performance Indicators ( KPI ) of CSE

  • Quarter Growth Plan ( QGP ) delivery
  • Customer Case Fill On Time( CCFOT ) and On Shelf Availability ( OSA)
  • Promo Compliance and Efficient Operation (ReduceOrder Drop and Return )
  • Project Assigned by the Line manager
  • Professional Skills : (The minimum requirement from the job skills profile including degrees / qualifications preferred.)

  • Relevant degree
  • Analytical Thinking
  • Influencing Skills
  • Stakeholder Management
  • Problem solving skills
  • MBA degree
  • Experience Required : (Essential and desirable experience, including no. of years.)


  • Candidate should have worked Min 3 years in Retail chains in the past with Customer / Supplier facing supply chain experience
  • Other Supply Chain experience in Factories, Category Logistics or Distribution
  • Experience in demand, and business planning
  • Commercial acumen

  • FMCG / Non FMCG experience
  • Travel : (If the job will require travel within the country or abroad and how often the candidate will need to be away from home.)

    As per job / site requirement

    Reporting :

    The Customer Service Executive will report to the Customer Service Manager. He / She will not have any HUL employees as direct subordinates.

    He / She will work in tandem with other functions viz. Key account team ( CD),commercial, logistics, assigned customer & regional branches.

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