Share Service -Orders & Resolve Manager

Lactalis India; Chennai District; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Lactalis India is seeking a Senior Customer Service Leader to manage the shared service order taking and issue resolution for our customer network. You will drive performance, KPI reporting and continuous improvement across teams in a fast-paced FMCG environment.

Lead a high-performing team, develop metrics, and collaborate with stakeholders to optimize service delivery while controlling costs. This role requires strong Excel skills, negotiation ability and a proactive improvement mindset.

Qualifications

• Tertiary qualifications in Business or Supply chain related field.
• Minimum 5 years of Customer Service in Shared service and FMCG environment.
• In depth knowledge of shared service order taking environment.
• Experience developing KPI’s and weekly tracking and reporting.

Responsibilities

• Lead and manage customer service teams within the shared service network.
• Develop KPI metrics and weekly reporting for internal and external stakeholders.
• Drive lean supply chain initiatives and continuous improvement.
• Ensure compliant and timely service delivery and issue resolution.
• Foster strong relationships with Lactalis colleagues and customers.

Skills

Interpersonal skills

Negotiation skills

Presentation skills

Change management

Attention to detail

Advanced Excel

People management

KPI reporting

Education

Tertiary qualifications in Business or Supply chain related field

Tools

Excel

Job description

Leading the delivery of efficient, accurate and customer-focused order management and issue resolution services for customers within the shared service network. The role is accountable for team performance, service outcomes, process optimisation and stakeholder engagement, ensuring high-quality, timely and compliant service delivery across the business.

Key Accountabilities

• Support strategies to enhance customer service capability whilst ensuring cost containment.
• Apply systems and processes to enhance customer service capability and drive efficiency
• Ensure systems and processes serve the best interests of customers within the shared service network and our customer through minimizing cost whilst enhancing customer service.
• Develop and implement customer service metrics that assist in managing performance.
• Actively seek out opportunities to enhance customer service and supply chain capability through various means and initiatives.
• Support and drive lean supply chain techniques.
• Instil a mind-set of continuous improvement.
• Accountability for all communications distributed via team to customer base.
• Accountable for communication to customers within the shared service network relating to KPI’s and escalation of issues on a weekly basis
• Accountability for all KPIs relating to cases, calls and errors for all teams (Resolve, Orders, , Orders Admin).

The following accountabilities are common to all positions:

• Complete all tasks and duties as reasonably requested by your leader.
• Pro-actively seek continuous improvement opportunities within the business.

Health, Safety and Environment (HSE) Accountabilities

• Promote and participate in the Safety Management System and develop a proactive safety culture.
• Be a role model for working safely and promoting a safe working environment.
• Adhere to safe work procedures and systems in consultation with elected OH&S Representatives and team members.
• Proactively contribute to the identification and resolution of workplace hazards.
• Work safely at all times.
• Comply with all relevant environmental legislative requirements.
• Actively contribute to reducing waste, conserving water and energy and other sustainability initiatives.
• Comply with environmental management systems.
• Actively participate in understanding your environmental responsibilities.

Leadership Accountabilities (applicable for all positions with direct reports)

• Set clear expectations and lead by example. Deliver on your commitments and strive for excellence.
• Give timely and meaningful feedback that is useful and respectful.
• Adopt a positive approach and appropriately recognise effort and results.
• Communicate openly and honestly, sharing information and knowledge.
• Take personal responsibility for the performance and outcomes of your team.
• Drive supportive accountability and engage your people.

Formal Education and

Statutory Requirements

• Tertiary qualifications in Business or Supply chain related field.
• Minimum 5 years Customer Service in Shared service and FMCG environment.

Essential Skills and

Knowledge

• In depth knowledge of shared service order taking environment
• Experience developing KPI’s & weekly tracking and reporting to internally & with shared service customer network
• Strong interpersonal skills in order to build effective relationships and processes with the shared service customers and Lactalis colleagues. A good networker.
• Displays excellent negotiation skills; able to achieve mutually acceptable solutions to complex problems which arise; level headed, able to manage and resolve issues under pressure.
• Proven experience making presentations to internal audience with the ability to change communication style to suit situation, purpose and audience.
• Comfortable dealing with and influencing people at all levels across the business. Proven ability to convince others and remain open minded to their ideas.
• Thrives in a rapidly changing environment, able to champion change and motivate others to respond positively.
• Detail conscious, accurate and precise.
• Computer literate – advanced Excel user, able to quickly grasp the use of different systems and manage infrastructure and system challenges.
• Experience of managing others either directly or indirectly (e.g. recruitment, feedback, coaching skills) and willingness to develop people around them.
• Delivery for the business set KPIs for all teams managed.