Customer Service Manager- Out of Home & Value Leadership

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

Job summary

Mars in Mumbai seeks a seasoned Supply Chain & Logistics professional to own end-to-end CS&Fulfillment for HoReCa, Travel Retail, and institutional clients. You will drive service metrics, collaborate with accounts, and lead CTS analytics to improve margins.

The role requires 5–9 years in FMCG logistics, strong negotiation, and hands-on SAP S/4HANA, WMS/TMS, and BI tool experience. A Bachelor’s in Engineering/Operations with MBA preferred, on-site in Mumbai.

Qualifications

• Bachelor’s degree in engineering, operations, or supply chain.
• 5–9 years of progressive experience in supply chain, customer service, logistics, or route-to-market in FMCG/CPG/food & beverage.
• Strong negotiation, customer relationship management, and conflict-resolution skills.
• Analytical and financial acumen with cost modelling and CTS analysis.
• Hands-on ERP (SAP S/4HANA) and BI tools proficiency.

Responsibilities

• Own end-to-end customer service operations for HoReCa, Travel Retail, QSRs, airlines, canteens, and institutional clients.
• Drive high fulfillment metrics while minimizing transit damages and turnaround times.
• Collaborate with key accounts to understand delivery constraints and packaging/palletization needs.
• Lead cost-to-serve analytics and track savings in freight, warehousing, and packaging.

Skills

Supply chain mgmt

Customer service

Logistics ops

CTS analysis

Forecasting

SAP S/4HANA

Power BI

WMS/TMS

Negotiation

Education

Bachelor’s in Engineering/Operations/SC

MBA or PGDM preferred

Tools

SAP S/4HANA

WMS/TMS

Power BI

Excel

Job description

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

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

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.