Brillon Consumer - National Logistics & Customer Service Manager

Job Position: National Logistics & Customer Service Manager.

Function: Supply Chain.

Report to: Head - Planning & Logistics.

Supervise: Primary Logistics Manager, Warehouse Operations Manager, Customer service manager.

Location: Head Office - Gurgaon.

Purpose: To lead the end-to-end logistics and customer service operations, driving service excellence for Traditional Trade, Modern Trade, E commerce and Quick Commerce platforms. The role focuses on high-velocity fulfillment, cost-to-serve optimization, and inventory accuracy across a national multi-DC network.

Logistics Operations:

- Lead End to End Logistics Operations including Freight-In, Freight-Out & Warehousing operations.

- Logistics Cost as % of sales revenue.

- Logistics Cost budget.

Planning & Control:

- Annual Logistics Budget & Deviation Report.

Network Optimization and Evolution:

- Annual review of logistics network for optimization.

- 3-Year & 5-year logistics network planning in line with business realties & growth.

Vendor Management:

- Contract renewals / new vendor onboarding before contract expiry of current vendors.

- Negotiate and manage contracts with national transporters and 3PL partners to ensure seamless operations including scalability during peak seasons.

Process Standardization & Compliance:

- Regulatory compliance and QMS adherence at DCs.

- Ensure modern regulatory compliant infrastructure and proper inventory upkeep at DCs, implement QMS.

Inventory Accuracy at Depots:

- Inventory accuracy, No SLOB creation due to dispatch non-compliance of FIFO.

- Improve processes to ensure adherence to FIFO in line with shelf-life requirements of different channels/accounts, Strengthen put-away and pick operations at depot.

Data-Driven Decision Making:

- Development of real-time KPI dashboard(s).

- Use SAP/ERP/WMS tools to monitor real-time dashboards for inventory aging, freight costs, and customer fill rates.

Order-to-Cash:

- Error free order processing for alternate channels.

- Streamline central order processing for high volumes of POs across alternate channels.

Service Level Excellence:

- % Case Fill Rate (CFR) and % Line Fill Rate (LFR) for MT accounts.

- Strive for best-in-class Fill Rate and OTIF (On-Time In-Full) to avoid commercial penalties and out-of-stock (OOS) situations on digital shelves.

Account Management:

- Direct engagement with supply chain heads of key accounts (Reliance, DMart, Amazon) to align on Joint Business Plans (JBP) and replenishment cycles.

Campaign Readiness:

- Lead logistics planning for high-traffic events like Amazon Prime Day or Flipkart Big Billion Days, ensuring stock availability at Amazon/Flipkart Sort Centers.

Internal & External Stakeholders:

1. Internal:

- Sales & Marketing Teams: Collaborate to provide best-in-class service solutions.

- Supply Planning & Manufacturing teams: Work closely to understand SKU availability and inventory build-ups; manage space availability at depots.

- Cross-Functional Stakeholders (CEO, CFO, COO, CMO, etc.): Jointly set objectives; conduct business reviews to track achievement against KPIs; identify gaps and drive continuous improvement strategies.

2. External:

- MT account supply chain teams: Ensure improved service levels through timely supply and proactive communication.

Skills Required:

- Strong analytical and problem-solving skills.

- Ability to collaborate, understand, and challenge cross-functional teams to achieve objectives at optimal cost.

- Resilience and adaptability to work in an agile, fast-paced environment with shifting priorities.

- Effective communication and stakeholder management skills.

- Strong business acumen with focus on service excellence and continuous improvement.

- In-depth conceptual understanding of Warehousing, modern regulatory compliant infrastructure, inventory upkeep, process standardization & QMS implementation.

Qualifications:

- Education: Post-graduation in Operations, Supply Chain, or Industrial Engineering (PGDIE/PGDIM) from Tier-1 institutes.

- Experience: 8 - 10 years in FMCG supply chain, with at least 2 - 4 years specifically managing modern trade or e-commerce logistics.

- Technical Proficiencies: Planning systems proficiency, Warehouse Management Systems (WMS), TMS & route optimization.