Sr Executive - Customer Service Representative

COMPANY OVERVIEW

We exist to make food the world loves. But we do more than that. Our company is a place that prioritizes being a force for good, a place to expand learning, explore new perspectives and reimagine new possibilities, every day. We look for people who want to bring their best - bold thinkers with big hearts who challenge one another and grow together. Because becoming the undisputed leader in food means surrounding ourselves with people who are hungry for what’s next.

OVERVIEW

Join the General Mills India Center in Mumbai as a Senior Executive - Customer Service Representative and help ensure the smooth and timely fulfillment of customer orders across international markets. You will work closely with demand planning, supply centers, plants, distributors, customers, and logistics partners to maintain accurate order, inventory, and shipment visibility. This role is ideal for someone who enjoys solving operational challenges, working with data, and building strong relationships across the supply chain. This role requires to work in 11am to 8pm shift.

KEY ACCOUNTABILITIES

• Manage the end-to-end order fulfillment process, including order receipt, validation, processing, and adherence to system entry and month-end deadlines.
• Coordinate with customers, distributors, demand planning, supply centers, plants, shipping lines, and freight forwarders to confirm production, loading, shipment, and delivery schedules.
• Maintain accurate order, inventory, shipment, and customer visibility records, including actual orders, open purchase orders, confirmed shipping dates, in-transit updates, and reported stock.
• Ensure the timely and accurate completion of invoices, logistics documents, transportation accruals, cost updates, and audit-related records.
• Monitor service-level commitments, proactively resolve shipment and supply-related queries, and promptly escalate risks, deviations, and operational ambiguities.
• Support claims management, product traceability exercises, mock recalls, testing activities, and other business projects.
• Help optimize logistics costs by improving container utilization, aligning invoiced costs with accruals, and minimizing demurrage and inventory write-off risks.
• Maintain customer profiles, support process improvements, and share process knowledge with the wider team.

MINIMUM QUALIFICATIONS

• Full-time Bachelor’s degree from an accredited university.
• At least 3 years of relevant experience in customer service, order management, or supply chain operations.
• Working knowledge of supply chain concepts and order fulfillment processes.
• Proficiency in Microsoft Office applications, particularly Excel and Outlook.
• Strong written and verbal English communication skills.
• Strong organizational, analytical, problem-solving, and interpersonal skills.
• Ability to manage multiple priorities and meet tight deadlines.
• Self-motivated, detail-oriented, collaborative, and adaptable.
• Willingness to provide extended support during month-end and occasional weekends, based on business requirements.

PREFERRED QUALIFICATIONS

• 4-5 years of relevant experience in customer service, order management, or global supply chain operations.
• Experience working with SAP or similar enterprise resource planning systems.
• Knowledge of export shipments, international markets, logistics documentation, and freight-forwarding processes.
• Advanced Microsoft Excel skills.
• Experience managing purchase orders, inventory visibility, invoices, accruals, and transportation costs.
• Demonstrated ability to identify process gaps, recommend improvements, influence stakeholders, and lead continuous improvement initiatives.
• Experience developing process expertise and supporting others as a subject-matter resource.

ELIGIBILITY

Applicants must meet minimum age qualifications in the country in which the job is located.