Sr. Customer Service Executive

Business Title: Sr. Customer Service Executive

Location: Mumbai RO

The Availability Planner role is critical to ensuring end-to-end product availability across branches for the Food & Nutrition portfolio. This business operates at significant scale, with a diverse product mix, high order volumes, seasonal demand fluctuations, and stringent service expectations, requiring continuous monitoring of inventory, replenishment planning, and proactive risk management.

Beyond planning execution, the role requires close stakeholder management with Supply Planning, Logistics, Factory Teams, and Sales to ensure timely resolution of availability risks, replenishment constraints, and service disruptions. The planner plays a key role in driving branch-level availability, maintaining Day 0 primary service levels, improving secondary CCFOT delivery, and sustaining branch line fill performance across the network.

Key Responsibilities-

Monitor branch-level availability daily to ensure uninterrupted product supply and service delivery. Drive replenishment planning and stock deployment decisions to maintain optimal inventory levels while minimizing stock-outs and excess inventory. Lead service recovery actions for critical availability risks, supply constraints, and unexpected demand fluctuations. Partner closely with Supply Planning, Logistics, Factory Teams, and Sales to resolve supply chain bottlenecks and improve responsiveness. Track and improve key service metrics, including Day 0 primary service, secondary CCFOT, and branch line fill performance. Manage branch inventory health, RS norms, and replenishment-related exceptions to ensure efficient stock flow across the network. Identify emerging risks and opportunities through continuous analysis of demand patterns, stock positions, and service trends, enabling timely corrective actions. Coordinate cross-functional decision-making to support business priorities, seasonal demand requirements, and growth initiatives.

Our commitment to Equality, Diversity & Inclusion

Unilever embraces diversity and encourages applicants from all walks of life! This means giving full and fair consideration to all applicants and continuing development of all employees regardless of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership, and pregnancy and maternity.

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