Sr. Executive - Customer Service Representative

Sr. Executive – Customer Service Representative

Function/Group: Supply chain

Location: Mumbai

Shift Timing: 11.00AM – 08.00PM

Role Reports to: Associate Assistant Manager - Remote/Hybrid/in-Office: Hybrid

Job Overview

Dedicated to making the food people love, the General Mills (GMI) Supply Chain functions as a seamless end-to-end network that bridges the gap between raw ingredients and the consumer's table. By integrating strategic procurement, advanced equipment design, and precision manufacturing, we ensure that both long-term asset capacity and short-term logistics are optimized to meet global demand. Our operations are anchored in a commitment to efficiency and sustainability, leveraging rigorous health, safety, and environmental standards to mitigate risk and drive value across the entire supply chain. Through a focused approach to planning and distribution, we maintain a resilient value chain that delivers quality products reliably and responsibly.

Purpose of the role

The position of Customer Service Representative reports to Associate Assistant Manager. Primary function of this role will be to work closely with the Demand Planning team for orders follow up, receive, and process it accurately and deliver it while ensuring customer's satisfaction. Key objectives will be achieving/improving targeted customer service levels and managing closely their inventory levels. Ensure that outlook is always updated with confirmed and corrective orders.

Key Accountabilities

• Order Management & Timeline Compliance- Drive end-to-end order fulfilment by ensuring distributors adhere to SAP entry deadlines and month-end closing calendars. This includes managing Pro Forma Invoice (PFI) distribution and proactively aligning customers with Service Level Agreements (SLAs) to prevent operational bottlenecks.
• Supply Chain Coordination & Technical Support- Maintain seamless communication with supply centres to secure production and shipping schedules while leveraging advanced MS Excel skills and export market expertise. Facilitate rapid resolution of ad-hoc logistics inquiries and ensure immediate escalation of supply ambiguities to leadership.
• Update outlook with Actual orders along with all related templates.
• Maintain strong working relationship & communications with supply centers to confirm production/shipping schedules & monitor open POs for on time deliveries.
• Maintain order tracking information (order sheet) and share visibility with customers
• Secure in transit confirmation and end of month reported stock as an input for demand planner to run accurate DRP
• Communicate order change to Demand planner to ensure accurate reporting
• Coordinate on bookings with approved lines/forwarders-where applicable
• Communicating Updated Logistics Cost to the Financial Controls Analyst.
• Ensure timely receipt by distributors of correct and valid documents
• Ensure timely and correct invoices to close monthly sales target
• Ensure accruals are built accurately in the system under transportation module
• Solve ad-hoc enquiries related to shipment and supply –Escalate immediately to Customer Service Team Leader.
• Reduce risk of write offs and look for depletion of Stock in Hand.
• Ensure customers and plants are aligned with SLA, handle clarification proactively-report any ambiguity to Customer Service Team Leader.
• Filing as per audit requirements (Attach SWBL Copy/Express BL release, container loading report copy along with Invoice copies and other related shipment documents)
• Direct claims through the correct channels (quality or logistics) and provide needed information for Jr. Customer Service Representative to investigate further
• Handles projects, testing as required and assist in mock recall and traceability exercises required by QRO
• Ensure high service level toward internal customers to collaborate on high KPIs history
• Optimize logistics cost by ensuring orders are fully containerized with the right mix, by making sure actual cost invoiced is billed as accrued, zero risk of demurrage –any deviation or unforeseen cost impact to be escalated.
• Adhere to company procedures and deadlines
• Extended support required during weekend/ Month end, as per business requirements.

Knowledge management & continuous improvement: 15% of the time

• Develop and maintain customer profiles and document customer-specific behavior that requires non-standard handling.
• Drive Continuous improvement within process and deliver HMM by gaining customer and process expertise.

Minimum Qualifications

• Education: Full time graduation from an accredited university
• Minimum Degree Requirements: Bachelors

Preferred Qualifications

• Preferred Degree Requirements: Bachelors

Experience

• Minimum years of related experience required: 3+ Years
• Preferred years of related experience: 4-5 years

Specific Job Experience Or Skill Needed

Knowledge of SAP is highly desired. Knowledge of export shipments and export markets. Order management experience. Can prioritize and complete multiple tasks on tight deadlines. Knowledge of supply chain concepts and application.

Self-starter with ability to work independently under pressure and reacts quickly to changing priorities. Detail oriented. Interpersonal skills (oral and written). A team player. Analytical skills. Flexible approach to working hours. Ability to question, recommend, influence & lead process changes to enhance efficiency & effectiveness for the team and stakeholders. Strong knowledge with advanced MS Office computer skills preferred (i.e., Word, Excel, Access, Outlook). Speaks, reads, and writes English fluently.

Competencies/ Behaviour Required for Job

• Courage to question without hesitation, recommend and influence
• Lead process efficiencies through expertise and knowledge, benefitting the team or the process.
• Learn to gain process expertise and be an SME for the process
• Ability to manage, guide and re-solve queries for others
• Commitment to Service Excellence and delivering Outstanding Results
• Ability to identify gaps, trends, exceptions and synergies in the process, drive process improvements with HMM

Additional Information

• For MEA/CEE/NEDM Shift timings from 00am to 8.00pm (Business workday: Monday to Friday)
• For US export shift timings from 30pm to 1.30 am (Business workday: Monday to Friday)
• For SEA Shift timings from 30am to 3.30pm (Business workday: Monday to Friday)
• Extended support required during weekend/ Month end, as per business requirements