Function: Customer Service

Location: Bangalore

Reporting To: General Manager – Customer Service

At Tata Consumer Products Ltd, we stand #Forbetter – Planet, Sourcing, Nutrition, Communities. And #ForBetter Opportunities …. Here’s an exciting one!

How does this Job align to our Strategy?

At the core of Tata Consumer Products' business approach lie six strategic pillars that serve as the foundation for its growth and success: Strengthen core & accelerate our growth business, Build on new opportunities, Drive execution excellence everyday, Create future ready organisation, Drive Digital and Innovation and Embed Sustainability.

This job opportunity closely aligns with one of these key strategic pillars, which is Strengthening & Accelerating our Core Business.  The role will support driving key operations through dedicated support for the South Organized Trade along with strong partnerships with customers.

Where do you come in as?                           

This job is at N-4 level (N corresponds to CEO’s level)

Top dimensions:

Geography: India

Direct reports: NA

Complexity of the role (Optional): Medium

Will this job require travel (Y/N): Y

Matrix Reports: NA

Type of Role: Individual Contributor

Primary Stakeholders (Optional): Sales, Customers and Secondary Logistics Teams

What are the Key Deliverables in this role?

Financial Outcomes

• Drive achievement of OTIF and Fill Rate targets for MT & E-commerce customers in the South region.
• Analyze service losses, quantify business impact, and drive corrective actions to minimize revenue leakage.
• Improve order-to-delivery cycle efficiency to reduce cost-to-serve and expedite-related costs.
• Support delivery of regional sales plans through superior service levels and demand fulfillment.

Customer Service

• Build strong relationships with key MT & E-commerce customers and act as the single point of contact for service-related matters.
• Lead periodic service reviews with customers and internal stakeholders to improve customer experience and service performance.
• Ensure timely resolution of customer escalations and proactive communication on service risks and recovery plans.
• Drive customer satisfaction through consistent achievement of OTIF, Fill Rate, and responsiveness targets.

Internal Processes

• Ensure accurate and timely order processing, billing, and fulfillment as per defined SLAs.
• Conduct root cause analysis of service failures and drive closure through cross-functional coordination with Sales, Planning, Supply, and Delivery teams.
• Maintain high standards of process compliance, master data accuracy, and order governance.
• Publish service performance dashboards and drive accountability for KPI improvements across stakeholders.

Innovation and Learning

• Identify and lead service improvement projects to enhance customer experience and operational efficiency.
• Collaborate with Digital and IT teams to drive automation, system enhancements, and process simplification.
• Leverage customer insights and industry best practices to implement future-ready service solutions.
• Develop deeper understanding of emerging MT & E-commerce requirements and translate them into actionable service initiatives.

What are the Critical success factors for the Role?

• Strong customer relationship management capability to build credibility with MT & E-commerce customers and proactively manage service commitments.
• Cross-functional influencing and collaboration skills to align Sales, Planning, Supply, Delivery, Finance, and Digital teams towards customer service objectives.
• Data-driven problem solving and execution rigor to identify root causes, drive corrective actions, and consistently improve OTIF, Fill Rate, and customer satisfaction.

What are the Desirable success factors for the Role?

• Strategic account mindset, with the ability to identify future service opportunities and support customer growth initiatives.
• Digital and process improvement orientation, leveraging analytics, automation, and system enhancements to improve service efficiency.
• Strong business acumen, with an understanding of customer P&Ls, channel dynamics, inventory management, and the broader end-to-end supply chain.

TCPL Growth Mindset and Behaviors

We are obsessed about keeping Consumers & Customers first in our hearts – that’s why we are here !

We are trailblazers in executing with Excellence … Together as One Team !

We take Ownership of our business …delivering value for our Stakeholders .. no Compromises !

We are Open to Continuously improving … Continuously innovating … For Better !

We live & breathe our Tata Code of Conduct

About Us: At Tata Consumer, we stand ‘For Better.’

Tata Consumer Products is a focused consumer products company uniting the principal food and beverage interests of the Tata Group under one umbrella. Our brands embody our purpose of ‘For Better ‘through the value they deliver to consumers with a focus on innovation, health and wellness, convenience and premiumisation. The Company’s portfolio of products includes tea, coffee, water, RTD, salt, pulses, spices, ready-to-cook and ready-to-eat offerings, breakfast cereals, snacks, mini meals, herbal supplements and vending business. Few of our key brands include Tata Tea, Tetley, Eight O’Clock Coffee, Tata Coffee Grand, Himalayan Natural Mineral Water, Tata Copper+ and Tata Gluco+, Tata Salt, Tata Sampann, Tata Soulfull, Organic India and Chings.  In India, Tata Consumer Products has a reach of over 200 million households, giving it an unparalleled ability to leverage the Tata brand in consumer products.

The Company has a consolidated annual turnover of ~Rs. 20,290 Crs with operations in India and International markets. For more information please visit www.tataconsumer.com