The Customer Service Coordinator is responsible for managing the end-to-end customer order process, ensuring high fulfillment rates and On-Time In-Full (OTIF) metrics. This role requires close collaboration with Production, Warehousing, and Dispatch teams to ensure seamless delivery and maintain excellent service levels within the FMCG sector.
Key Responsibilities
Customer Management
Manage the entire order process for customers and meet set Customer Fulfillment Rates and OTIF metrics.
Work with Production, Warehousing, and Dispatch Teams to ensure OTIF is achieved.
Manage effective communication with customers regarding order processing, delivery, pricing, price changes, offers, and promotions.
Act as the custodian and manager of customer onboarding and documentation.
Handle and resolve all customer complaints, provide feedback to customers, and maintain a live tracker of issues.
Respond to customer queries and requests for proformas, sale proposals, and new business.
Provide feedback to the broader business regarding potential order management issues that may impact service levels.
Develop knowledge about each customer’s business model and requirements to ensure efficient service.
Maintain a competent understanding of the company’s products, Unique Selling Propositions (USPs), usage, and alternatives.
Develop and circulate relevant reports, including Invoiced Orders, Pending Delivery, Orders on Hold, and Out of Stock (OOS) reports.
Delivery Management
Manage order routing and scheduling for daily orders received.
Coordinate with the fleet and logistics manager on truck requests to ensure availability for delivery.
Pre-plan with the warehousing and loading team for next-day and subsequent deliveries.
Handle and respond to all customer and sales teams’ queries regarding deliveries.
Internal Business Processes
Develop and circulate performance reports specifically focused on Invoiced Orders, Pending Delivery, and Orders on Hold.
Requirements and Qualifications
Bachelor’s degree in Business Management or a relevant field.
Minimum of 5 years’ proven experience in customer service management within the FMCG sector.
High proficiency in Microsoft Office (Excel, Word, PowerPoint).
Experience with data analysis tools or software (e.g., advanced Excel) is an added advantage.
Strong understanding of supply chain metrics like OTIF (On-Time In-Full).
