Team Leader - Key Accounts customer support

Job Purpose

To ensure effective order management, timely product delivery, stock availability, and achievement of service-level and fill-rate targets by coordinating closely with Depots, Finance, Sales teams, vendors, and other key stakeholders. The role will also focus on identifying service gaps, conducting root-cause analysis, and driving continuous improvement initiatives to support sales growth and operational efficiency.

Key Responsibilities

• Ensure adherence to the Order Tracker and monitor order execution against defined service levels.
• Coordinate with respective stakeholders to ensure desired service levels, timely order fulfilment, and delivery performance.
• Prepare and circulate the daily Failed Indent Report and conduct a detailed Root Cause Analysis (RCA) on a weekly basis.
• Conduct regular vendor review/con calls to discuss RCA findings, identify recurring issues, and track corrective actions.
• Coordinate with Depots, Finance, Sales, and vendors to ensure timely and smooth delivery as per business and vendor requirements.
• Maintain and monitor the daily Detention Tracker, highlighting delays and coordinating with relevant stakeholders for resolution.
• Drive initiatives to achieve targeted fill rates and ensure optimum stock availability across stores and marts.
• Monitor stock and order fulfilment gaps, identify potential risks, and proactively work with stakeholders to close service and availability gaps.
• Analyze operational data to identify opportunities for improving fill rate, stock availability, and sales growth.
• Develop and implement continuous improvement processes to improve order fulfilment, system efficiency, service levels, and overall supply chain performance.
• Use analytical skills and quality improvement tools to identify trends, measure performance, and support achievement of business targets.
• Prepare and present regular MIS, performance dashboards, RCA reports, and action trackers for relevant stakeholders.
• Track corrective and preventive actions and ensure timely closure of identified operational gaps.

Key Stakeholders

• Sales Team
• Depot / Distribution Team
• Finance Team
• Vendors / Transport Partners
• Supply Chain / Planning Team
• Store & Mart Operations
• Other Cross-functional Business Teams

Required Skills & Competencies

• Strong analytical and problem-solving skills
• Good understanding of Order Management / Supply Chain Operations
• Strong stakeholder and vendor management skills
• Good knowledge of MS Excel and MIS reporting
• Ability to conduct RCA and identify corrective actions
• Knowledge of quality and continuous improvement tools
• Strong communication and coordination skills
• Ability to work with cross-functional teams
• Data-driven approach with focus on service levels and business targets
• Ability to manage multiple activities and meet timelines

Education & Experience

• Graduate degree in Supply Chain, Logistics, Operations, Business Administration, or a related field.
• Experience in FMCG, Beverage, Retail, Supply Chain, Order Management, Logistics, or Distribution Operations will be preferred.
• Experience in handling MIS, order tracking, vendor coordination, and performance analysis is an advantage.