Assistant Manager - Customer Operations

ABOUT UNILEVER: Be part of the world’s most successful, purpose-led business. Work with brands that are well-loved around the world, that strive to improve the lives of our consumers and the communities around us every day. Every day, nine out of ten Indian households use our products to feel good, look good and get more out of life – giving us a unique opportunity to build a brighter future. We promote innovation, big and small, to make our business win and grow; and we believe in business as a force for good. Our brilliant business leaders and colleagues provide mentorship and inspiration, so you can be at your best.

At HUL, we believe that every individual irrespective of their race, colour, religion, gender, sexual orientation, gender identity or expression, age, nationality, caste, disability or marital status can bring their purpose to life. So apply to us, to unleash your curiosity, challenge ideas and disrupt processes; use your energy to make the world a better place. As you work to make a real impact on the business and the world, we’ll work to help you become a better you!

Job Description:

The Assistant Manager - Customer Service is responsible for overseeing customer operations and ensuring the delivery of high-quality service. This role plays a key part in maintaining customer satisfaction and loyalty by managing inquiries, resolving issues, and coordinating with internal teams to provide seamless support.

Key Responsibilities:

• Superior Availability: Drive product availability across digital platforms to support business growth through effective supply chain execution.
• Cross-Functional Collaboration: Partner with Key Accounts (Sales) and Supply Planning teams to align priorities and deliver customer-centric solutions.
• Master Data Management: Manage and maintain customer master data across the full portfolio, ensuring accuracy and consistency throughout the fulfilment network.
• Order Processing: Oversee daily product movement from Distribution Centres (DCs) to customer Fulfilment Centres (FCs), ensuring timely and efficient delivery.
• Operational Excellence: Conduct root cause analyses of allocation losses, address stock-outs, resolve MRP issues, correct mapping errors, and manage product lifecycle activities including delisting inactive packs and onboarding new listings.
• Shipment Coordination: Plan and execute daily shipments across DCs, proactively resolving operational of challenges of appointments/Detention and PO extensions.
• Performance Monitoring: Design and maintain KPI dashboards (Fill Rate, In-Stock %) to track weekly and monthly performance, implementing corrective actions where necessary.
• Strategic Leadership: Lead and contribute to strategic projects under Joint Business Planning (JBP), strengthening customer partnerships and enhancing supply chain efficiency.

Experience Required:

• 5-7 years of experience in a customer operations role, preferably in the FMCG/Ecommerce industry
• Knowledge of SAP and CRM tools will be an added advantage.
• Experience with data visualization and Business Intelligence tools such as Tableau, Power BI.

Qualification & Skills Required:

• Master’s degree in any discipline
• Excellent communication and interpersonal skills
• Ability to multitask and work in a fast-paced environment.
• Strong problem-solving and decision-making skills