Job Description
Job Description:
Position Title
Sr. Executive – Customer Service Representative
Function/Group
Finance
Location
Mumbai
Shift Timing
11.00AM – 08.00PM
Role Reports to
Associate Assistant Manager
Remote/Hybrid/in-Office
Hybrid
About General Mills
We make food the world loves: 100 brands. In 100 countries. Across six continents. With iconic brands like Cheerios, Pillsbury, Betty Crocker, Nature Valley, and Häagen-Dazs, we’ve been serving up food the world loves for 155 years (and counting). Each of our brands has a unique story to tell.
How we make our food is as important as the food we make. Our values are baked into our legacy and continue to accelerate
us into the future as an innovative force for good. General Mills was founded in 1866 when Cadwallader Washburn boldly bought the largest flour mill west of the Mississippi. That pioneering spirit lives on today through our leadership team who upholds a vision of relentless innovation while being a force for good. For more details check out http://www.generalmills.com
General Mills India Center (GIC) is our global capability center in Mumbai that works as an extension of our global organization delivering business value, service excellence and growth, while standing for good for our planet and people.
With our team of 1800+ professionals, we deliver superior value across the areas of Supply chain (SC) , Digital & Technology (D&T) Innovation, Technology & Quality (ITQ), Consumer and Market Intelligence (CMI), Sales Strategy & Intelligence (SSI) , Global Shared Services (GSS) , Finance Shared Services (FSS) and Human Resources Shared Services (HRSS).For more details check out https://www.generalmills.co.in
We advocate for advancing equity and inclusion to create more equitable workplaces and a better tomorrow.
Job Overview
Function Overview
The Finance organization partners across General Mills to provide financial expertise to guide and govern the company. We bring a distinctive skill set to help the company sustainably drive strong returns on investment, whether that’s brand investments, capital investments or resource investments. We hold ourselves accountable for the areas where we are uniquely positioned to drive results – what we call our Strategic Priorities – but we never lose sight of the fact that we only truly win when the company wins. The Finance function operates as a global team through the partnership of a series of enterprise-focused and business-embedded groups.
For more details about the Function please visit this Link
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 order 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
Operational Management: 85% of the time
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 Qualification
Education: Full time graduation from an accredited university
Minimum Degree Requirements: Bachelors
Preferred Qualification
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 skills required
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 / Behaviours required for the 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 11.00am to 8.00pm (Business workday: Monday to Friday)
For US export shift timings from 4.30pm to 1.30 am (Business workday: Monday to Friday)
For SEA Shift timings from 06.30am to 3.30pm (Business workday: Monday to Friday)
Extended support required during weekend/ Month end, as per business requirements
Company Overview:
We exist to make food the world loves. But we do more than that. Our company is a place that prioritizes being a force for good, a place to expand learning, explore new perspectives and reimagine new possibilities, every day. We look for people who want to bring their best — bold thinkers with big hearts who challenge one other and grow together. Because becoming the undisputed leader in food means surrounding ourselves with people who are hungry for what’s next.
Position Title
Sr. Executive – Customer Service Representative
Function/Group
Finance
Location
Mumbai
Shift Timing
11.00AM – 08.00PM
Role Reports to
Associate Assistant Manager
Remote/Hybrid/in-Office
Hybrid
About General Mills
We make food the world loves: 100 brands. In 100 countries. Across six continents. With iconic brands like Cheerios, Pillsbury, Betty Crocker, Nature Valley, and Häagen-Dazs, we’ve been serving up food the world loves for 155 years (and counting). Each of our brands has a unique story to tell.
How we make our food is as important as the food we make. Our values are baked into our legacy and continue to accelerate
us into the future as an innovative force for good. General Mills was founded in 1866 when Cadwallader Washburn boldly bought the largest flour mill west of the Mississippi. That pioneering spirit lives on today through our leadership team who upholds a vision of relentless innovation while being a force for good. For more details check out http://www.generalmills.com
General Mills India Center (GIC) is our global capability center in Mumbai that works as an extension of our global organization delivering business value, service excellence and growth, while standing for good for our planet and people.
With our team of 1800+ professionals, we deliver superior value across the areas of Supply chain (SC) , Digital & Technology (D&T) Innovation, Technology & Quality (ITQ), Consumer and Market Intelligence (CMI), Sales Strategy & Intelligence (SSI) , Global Shared Services (GSS) , Finance Shared Services (FSS) and Human Resources Shared Services (HRSS).For more details check out https://www.generalmills.co.in
We advocate for advancing equity and inclusion to create more equitable workplaces and a better tomorrow.
Job Overview
Function Overview
The Finance organization partners across General Mills to provide financial expertise to guide and govern the company. We bring a distinctive skill set to help the company sustainably drive strong returns on investment, whether that’s brand investments, capital investments or resource investments. We hold ourselves accountable for the areas where we are uniquely positioned to drive results – what we call our Strategic Priorities – but we never lose sight of the fact that we only truly win when the company wins. The Finance function operates as a global team through the partnership of a series of enterprise-focused and business-embedded groups.
For more details about the Function please visit this Link
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 order 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
Operational Management: 85% of the time
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 Qualification
Education: Full time graduation from an accredited university
Minimum Degree Requirements: Bachelors
Preferred Qualification
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 skills required
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 / Behaviours required for the 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 11.00am to 8.00pm (Business workday: Monday to Friday)
For US export shift timings from 4.30pm to 1.30 am (Business workday: Monday to Friday)
For SEA Shift timings from 06.30am to 3.30pm (Business workday: Monday to Friday)
Extended support required during weekend/ Month end, as per business requirements
Company Overview:
We exist to make food the world loves. But we do more than that. Our company is a place that prioritizes being a force for good, a place to expand learning, explore new perspectives and reimagine new possibilities, every day. We look for people who want to bring their best — bold thinkers with big hearts who challenge one other and grow together. Because becoming the undisputed leader in food means surrounding ourselves with people who are hungry for what’s next.
💡 Quick Summary
Seeking a career-building opportunity? The Sr Executive - Customer Service Representative position is now open for candidates interested in the BPO Jobs sector. This role in Mumbai offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in BPO Jobs is a plus.
