Customer Service Specialist
Ferrero · Pune/Pimpri-Chinchwad Area
- Experience8–9 yrs
- SalaryNot disclosed
- RoleCustomer Success Manager
- Work modeonsite
- Posted14 Oct 2026
About Ferrero
Ferrero is hiring in Pune/Pimpri-Chinchwad Area in consumer goods. This role looks for around 8+ years of experience.
Skills
- Supply Chain
- SAP
- Microsoft Excel
- Microsoft PowerPoint
- Case Fill Rate
- Order Fill Rate
- Line Fill Rate
- OTIF
- Project management
The role
Manages customer service for a global sweet-packaged food company. Builds key-account service performance across modern trade and e-commerce, applying Supply Chain, SAP, and Case Fill Rate analysis. Uses Microsoft Excel and project management to improve forecasting, fulfilment, and service metrics.
Full job description
About the Role:
Own end-to-end Customer Service performance for MT and E-commerce Key Accounts, driving operational excellence and continuous improvement initiatives. Drive best-in-class service levels for MT and E-commerce customers through engagements. SPOC for Key Account customers by managing order processing, supply management, inventory allocation, and service delivery performance.
Main Responsibilities:
Committed to delivering best-in-class service levels for MT and E-commerce accountsPartner with key accounts through regular performance reviews to improve service levelsLead the development of Key Account customer relationships by driving proactive engagement, ensuring timely resolution of customer concerns, and fostering a customer-centric approach that delivers loyalty and business growth.Facilitate strategic discussions with key accounts on forecasting requirements and fulfilment plans to enhance business growthDrive cross-functional coordination with Demand Planning and Trade Marketing to maintain forecast accuracy for Key Account customersAnalyse fill rate losses, identify underlying causes, and collaborate with stakeholders to implement sustainable improvement actionsChampion service excellence initiatives through the adoption of digital tools, analytics, and automated workflows to drive service excellence.Create and manage performance dashboards for regular reviews of fill rates, on-time delivery, forecast accuracy, and customer service metricsMaintain accurate order execution by conducting periodic reconciliation of customer POs and SAP orders, ensuring data integrity and service excellence
About You:
Post-Graduation in Operations / relevant filed with 8+ years of experience in same process in FMCG.
SPECIFIC KNOWLEGE
Understanding of Supply Chain area, particularly Customer Service (preferred FMCG background)Deep understanding of key KPIs such as Case Fill Rate, Order Fill Rate, Line Fill Rate, OTIF etc.Business analytical skillsKnowledge of Supply Chain verticalsProject managementProficiency in MS Office (MS Excel, Power Point etc.)
Skills Required
Passionate about building strong customer relationships and increasing customer engagement.Customer & Business oriented mindsetTeam playerExcellent interpersonal and communication skillsAbility to deal with challenging situationsAbility to adapt and manage timelines as per business needSound knowledge of SAP
Job Referral Code- C
What We Offer:
Careers with caring built in - discover our benefits here.
About Ferrero:
Ferrero began its journey in the small town of Alba in Piedmont, Italy, in 1946. Today, it is one of the world’s largest sweet-packaged food companies, with many iconic brands sold in countries all over the world. Find out more about Ferrero at ferrero.com.
DE&I at Ferrero:
Ferrero is committed to building a diverse and inclusive culture in which all employees feel welcomed and appreciated and have the same opportunities. We believe all our people are equally talented in their own way. In nurturing the curiosity and natural abilities of our employees, we provide them, generation after generation, the means to succeed personally and professionally, enabling them to craft their journey at Ferrero. The diversity of our talents is what makes our work environment multicultural, innovative, and highly rewarding.
Find out more here.