National logistics & customer service manager

Brillon Consumer Products Pvt Ltd · Gurugram, India

Job Position - National Logistics & Customer Service Manager

Function - Supply Chain

Report to - Head – Planning & Logistics

Supervise - Primary Logistics Manager, Warehouse Operations Manager, Customer service manager

Location - Head Office – Gurgaon

Purpose

To lead the end-to-end logistics and customer service operations, driving service excellence for Traditional Trade, Modern Trade, E commerce and Quick Commerce platforms. The role focuses on high-velocity fulfillment, cost-to-serve optimization, and inventory accuracy across a national multi-DC network

Logistics Operations Lead End to End Logistics Operations including Freight-In, Freight-Out & Warehousing operations Logistics Cost as % of sales revenue

Logistics Cost budget Planning & control Annual Logistics Budget & Deviation Report

Network optimization and evolution Annual review of logistics network for optimization 3-Year & 5-year logistics network planning in line with business realties & growth

Vendor Management Contract renewals / new vendor onboarding before contract expiry of current vendors Negotiate and manage contracts with national transporters and 3 PL partners to ensure seamless operations including scalability during peak seasons

Process standardization & compliance Regulatory compliance and QMS adherence at DCs Ensure modern regulatory compliant infrastructure and proper inventory upkeep at DCs, implement QMS

Inventory accuracy at depots Inventory accuracy, No SLOB creation due to dispatch non-compliance of FIFO Improve processes to ensure adherence to FIFO in line with shelf-life requirements of different channels/accounts, Strengthen put-away and pick operations at depot

Data-Driven Decision Making Development of real-time KPI dashboard(s) Use SAP/ERP/WMS tools to monitor real-time dashboards for inventory aging, freight costs, and customer fill rates

Order-to-Cash Error free order processing for alternate channels Streamline central order processing for high volumes of POs across alternate channels

Service Level Excellence: % Case Fill Rate (CFR) and % Line Fill Rate (LFR) for MT accounts Strive for best-in-class Fill Rate and OTIF (On-Time In-Full) to avoid commercial penalties and out-of-stock (OOS) situations on digital shelves

Account Management Direct engagement with supply chain heads of key accounts (Reliance, DMart, Amazon) to align on Joint Business Plans (JBP) and replenishment cycles

Campaign Readiness Lead logistics planning for high-traffic events like Amazon Prime Day or Flipkart Big Billion Days, ensuring stock availability at Amazon/Flipkart Sort Centers

Internal & External Stakeholders

Internal

External

Skills Required Strong analytical and problem-solving skills Ability to collaborate, understand, and challenge cross-functional teams to achieve objectives at optimal cost Resilience and adaptability to work in an agile, fast-paced environment with shifting priorities Effective communication and stakeholder management skills Strong business acumen with focus on service excellence and continuous improvement In-depth conceptual understanding of Warehousing, modern regulatory compliant infrastructure, inventory upkeep, process standardization & QMS implementation

Qualifications Education: Post-graduation in Operations, Supply Chain, or Industrial Engineering (PGDIE/PGDIM) from Tier-1 institutes Experience: 8-10 years in FMCG supply chain, with at least 2–4 years specifically managing modern trade or e-commerce logistics Technical Proficiencies: Planning systems proficiency, Warehouse Management Systems (WMS), TMS & route optimization