Customer Service Specialist - Modern Trade - FMCG

Modern Trade Customer Service Specialist

• Lead the end-to-end Order-to-Cash (OTC) function for Organized Trade, ensuring superior service delivery, revenue realization, and operational excellence.
• Drive customer service performance through consistent achievement of key metrics such as OTIF, Fill Rate, Order Accuracy, Order Cycle Time, and Customer Satisfaction.
• Partner closely with Sales, Supply Planning, Logistics, Finance, and Commercial teams to balance service, inventory, working capital, and profitability objectives.
• Build and maintain strategic relationships with key Organized Trade customers, acting as the primary escalation point and trusted business partner for service-related matters.
• Improve working capital and cash flow through effective management of order fulfillment, receivables, disputes, claims, deductions, and cycle-time reduction initiatives.
• Lead continuous improvement programs focused on process simplification, root-cause elimination, cost-to-serve optimization, and operational efficiency.
• Establish robust governance frameworks, performance dashboards, and analytics-driven review mechanisms to proactively manage service performance and business risks.
• Identify and unlock commercial growth opportunities by improving product availability, fill rates, shelf availability, and leveraging customer insights to support business expansion.
• Drive digital transformation by implementing automation, analytics, AI-enabled tools, and best-in-class customer service practices to enhance productivity and customer experience.
• Build a high-performing, future-ready customer service organization by developing talent, strengthening cross-functional collaboration, fostering innovation, and creating strong succession pipelines.