Customer Service Executive

Summary

Dairy Classic Ice Creams Pvt Ltd is seeking a proactive and detailoriented Customer Service Executive to oversee operations across 34 depots in the region. The role is critical in ensuring seamless stock availability, timely replenishment against customer orders, and strict adherence to quality and statutory norms. The incumbent will act as the key link between depots, customers, and the regional supply chain team.

ROLE AND RESPONSIBILITIES

1. Depot Stock Management:

a. Ensure adequate stock levels are maintained across all assigned depots.

b. Monitor daily stock positions and initiate replenishment to avoid shortages.

c. Implement FIFO (First In, First Out) and cold chain best practices

d. Conduct periodic stock audits to ensure correctness between physical and book stock and maintain the target inventory level dynamically.

e. Finalize the short-term demand from the depots in coordination with sales team

2. Operations Management

a. Oversee day-to-day depot operations: receiving, warehousing, dispatch, cold chain management.

b. Establish and run standard operating procedures (SOPs) for depot tasks, ensuring compliance with safety, hygiene, and refrigeration standards.

c. Optimize workflows to ensure efficient handling, storage, and distribution of ice cream products.

3. Customer Order Fulfilment:

a. Oversee timely replenishment of stocks against customer orders to deliver agreed service targets.

b. Coordinate with logistics and factory teams to ensure smooth dispatches.

c. Track order status and resolve any deliveryrelated issues promptly.

d. Act as the escalation point for customer service issues related to depot-level operations (e.g., order delays, product quality, returns).

4. Quality & Compliance:

a. Ensure depots adhere to quality standards for storage, handling, and dispatch.

b. Monitor compliance with statutory norms including FSSAI, and other regulatory requirements.

c. Implement corrective actions in case of deviations.

5. Operational Excellence:

a. Develop and maintain SOPs for depot operations.

b. Drive efficiency in stock handling, replenishment cycles, and customer service processes.

c. Provide regular MIS reports on depot performance, stock accuracy, and customer service metrics.

QUALIFICATIONS AND EDUCATION REQUIREMENT

• Academic
• Bachelors degree in commerce, Logistics, Business Administration, or a related field.
• Key Competencies:
• 5+ years of experience in MIS, Inventory management, or logistics auditing.
• Strong knowledge of inventory management, order processing, and statutory compliance
• Proficiency in MS Excel (Intermediate to Advance level)
• Excellent communication and coordination skills
• Experience with ERP and SCM softwares SAP, WMS (Warehouse Management System)
• Strong analytical skills with attention to detail.