Customer Service Manager- Out of Home & Value Leadership

Mars International; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Mars International in Mumbai seeks a seasoned Supply Chain professional to lead end-to-end service for HoReCa, travel retail, and institutional clients, ensuring high fulfillment and minimal transit damages. You will drive regional warehousing, cross-docking, last-mile freight, and CTS analytics, while pushing Lean/CI initiatives across hubs and standardizing processes for better efficiency.

Candidates should have 5–9 years FMCG/CPG experience, a B.E./B.Tech in Engineering or Operations (MBA

Qualifications

• 5-9 years of progressive experience in Supply Chain, Customer Service, Logistics, or Route-to-Market operations in FMCG/CPG/Food & Beverage.
• Customer centricity with strong negotiation and conflict-resolution skills.
• Analytical and financial acumen including Cost-to-Serve analytics.
• Hands-on experience with ERP systems (SAP S/4HANA) and BI tools (Power BI/Excel).

Responsibilities

• 1. OOH & Institutional Channel Customer Service & Fulfillment: Own end-to-end customer service operations for HoReCa, Travel Retail, QSRs, Airlines, Canteens, and Institutional clients.
• 2. Logistics Network & Route-to-Market Execution (OOH): Optimize regional warehousing, cross-docking, and last-mile freight for non-traditional channel routes.
• 3. Value Leadership & Continuous Improvement (Cross-Functional): Lead cost-reduction and productivity projects, model CTS analytics, and drive Lean/CI initiatives.

Skills

Vendor management

Customer service

Negotiation

Data analysis

Education

Bachelor's degree in Engineering/Operations/Supply Chain

MBA/PGDM preferred

Tools

SAP S/4HANA

WMS/TMS

Power BI

Excel

Job description

Key Responsibilities :

1. OOH & Institutional Channel Customer Service & Fulfillment

• Order-to-Delivery Operations: Own end-to-end customer service operations for HoReCa, Travel Retail, QSRs, Airlines, Canteens, and Institutional clients.
• Service Level Excellence: Drive high fulfillment metrics (Case Fill Rate / Order Fill Rate / On-Time In-Full) while minimizing transit damages and turnaround time.
• Customer Collaboration: Build strong collaborative relationships with key accounts, understanding their unique delivery constraints, order cycles, and customized packaging/palletization needs.
• Claims & Dispute Management: Ensure seamless invoice matching, credit note management, and swift reconciliation of returns and claims

Logistics Network & Route-to-Market Execution (OOH)

2. Logistics Network & Route-to-Market Execution (OOH)

• Distribution Strategy: Partner with Regional Logistics Managers to optimize regional warehousing, cross-docking, and last-mile freight for non-traditional channel routes.
• Cold-Chain & Freshness Governance: Maintain strict product integrity and temperature control for temperature-sensitive confectionery across direct and indirect distribution points.
• Inventory & S&OE Integration: Participate actively in weekly S&OE / DMR reviews to ensure stock availability and forecast alignment for high-volatility institutional orders

Value Leadership & Continuous Improvement (Cross-Functional)

3. Value Leadership & Continuous Improvement (Cross-Functional)

• VL Pipeline Stewardship: Serve as the CS&ML PMO lead for Value Leadership, identifying, validating, and tracking cost-reduction and productivity projects (e.g., freight optimization, warehouse productivity, packaging simplification, payload maximization)
• Cost-to-Serve Optimization: Model and monitor channel-wise Cost-to-Serve (CTS) analytics to deliver sustainable margin improvements.
• Process Standardization & Digitalization: Lead Lean/CI initiatives to eliminate waste, standardize SOPs, and automate reporting/analytics across regional logistics hubs

Education & Professional Qualifications :

• Bachelor s Degree in Engineering, Operations, or Supply Chain; MBA / Post-Graduate Diploma from a tier-1/2 business school preferred

Knowledge / Experience :

• 5-9 years of progressive experience in Supply Chain, Customer Service, Logistics, or Route-to-Market operations in FMCG / CPG / Food & Beverage
• Customer Centricity: Strong negotiation, customer relationship management, and conflict-resolution skills.
• Analytical & Financial Acumen: Strong proficiency in cost modelling, Cost-to-Serve analysis, and supply chain P&L levers.
• Tool & Systems Proficiency: Hands-on experience with ERP systems (SAP S/4HANA / SD / MM), WMS/TMS, and BI tools (Power BI / Excel)

Key Competencies:

• Strong stakeholder and conflict management skills with effective priority setting.
• Thrives in fast-paced, high-pressure environments while maintaining professionalism and urgency.
• Balances competing priorities and provides clear direction and focus to meet business needs.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.