Customer Service Officer

JD-Customer Service Officer

ABOUT US

Britannia is a 100 year+ organization with presence in Biscuits, Breads, Cake, Rusk, Dairy

and snacks. The company celebrated its 100th year in 2018 and has emerged as a Market

Leader in the Biscuit space, with annual revenues of more than 9000 cr, while also launching

a host of new products and entering new categories, inching closer to the vision of being a

Global Total Foods Company. We are one of the best employers in India as per the Aon Best

Employers Study, 2019 while holding the position as Brand Equity’s most trusted FMCG

brand, 2019.

Our Employee Value Proposition is “MAKE Ti)NGS HAPPEN”, with the intent of

bringing alive the new corporate brand “Exciting Goodness” into the lives of Britannians

because it is the Britannians who have been making things happen through the 100 year

journey.

The corporate values of Britannia are:

1. INVITi)NG, Come home to Britannia

The work environment exudes warm professionalism and is accepting of diverse ideas and

thoughts while empowering employees as owners.

1. IGNITi)NG, Fuel the Hunger

Employees are encouraged to do more with less and strive for excellence and innovation in

their jobs

1. CREATi)NG, Build enriching careers

Britannians have always prided themselves in the quality of work, width of role that one gets

to handle at an early stage. Employees talk about the “Enriched Learning” that they get

on the job at Britannia and the scope to move internally as potential is valued and bet on.

1. RESPECTi)NG, Do the right Ting

Britannia is also a socially responsible organization with a strong sustainability agenda to

address malnutrition in marginalized communities of the country and provides platforms to

employees to add purpose to their contribution.

So, every day, every minute while Britannians are at work, they MAKE Ti)NGS HAPPEN !

 

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Position Description

Position Title Customer Service Officer

Function Replenishment

Stakeholders (Internal)  Demand Planning

 Regional Customer service & Logistics Manager

 Planning Team

 Transportation Team

 Legal team

 Regional Customer Service Teams

 Sales Team etc.

Stakeholders (External) C&F, Transporters, Vendors

Job responsibilities/skills:

Core responsibilities:

1. CFA Management – Stock Management & Accuracy, Depot hygiene & safety,

Depot team capability assessment & gap corrections

2. Transportation Management – Ensure timely truck placement, timely order

execution, Freight Negotiation

3. Customer Service – Ensure satisfaction of Direct Customers

(GT/MT/eCOM/Others) through timely interventions

4. Daily monitoring of key metrics – preparing reports, analysis and actions

5. Regular depots visits and monitoring adherence vs SOP’s

6. Vendor Management – Facilitate timely resolution of vendor issues/concerns

1. Must have skills: SAP, Excel,

Good communication, negotiation &

problem solving skills.

1. Desired skills: Presentations, Data

Analytics, TMS/WMS and other tech

tools in Logistics & Warehousing

Education – MBA in Supply

Chain/Operation

Experience: 3-9 yrs

Team size / direct and indirect reports: No Direct

Key success criteria: Emotional resilience, attention to details, keen to learn/adaptability,

ready for flexible working hours, Inter personal skills

Possible career path: Asst. Manager > RCSM

Sourcing Inputs:

Target companies: FMCG

Companies like Coke,

Pepsi, ITC, HUL, Dabur,

Nestle, TCPL etc

Colleges & batch: Tier 3

Bschools like UPES, Amity,

ILAM, IISWBM etc

Titles: Logistics

Officer/Executive/Manager,

Warehouse Manager, Depot

Manager, Logistics &

Customer Service Officer

Any list of screening questions: Person should be mobile, ready operate from Depot

location

Any internal/ex-employee