National logistics & customer service manager

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
Sales & Marketing Teams: Collaborate to provide best-in-class service solutions
Supply Planning & Manufacturing teams Work closely to understand SKU availability and inventory build-ups; manage space availability at depots
Cross-Functional Stakeholders (CEO, CFO, COO, CMO, etc.): Jointly set objectives; conduct business reviews to track achievement against KPIs; identify gaps and drive continuous improvement strategies.
External
MT account supply chain teams : Ensure improved service levels through timely supply and proactive communication.
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