Job Title

Yokohama Off-Highway Tires is looking for a seasoned professional to Lead OE & Customer Service operations for the Europe region , managing end-to-end demand planning, order fulfilment, and customer experience excellence. Roles & Responsibilities : CUSTOMER SERVICE OPERATIONS : This role includes customer interaction with regional as well as global manages all aspects of customer service activities typical to customer service manager role in a manufacturing organization. Responsible for conduction Demand Replenishment Planning for Europe Warehouses Responsible to liaise with PPC, Dispatch , Logistics, Plant and documentation team to ensure on time customer order fulfillment Handle customer complaints related to Shipment errors, Quality, Billing, Credit, Documentation and Logistics. Ensure continuous customer feedback process is in place and deploy continuous improvement plans to improve customer experience. Maintain and improve delivery operation by monitoring system performance, identifying and resolving systems related issues. Create and own customer service metrics – e.g. Order turnaround, OTIF, Overdue Reduction, Support Budgeted sales target Manages communication with freight forwarders for managing expedited delivery options and air freight. Collaborates with peers in other functions like quality, Product management , IT , commercial for resolution of problems Provides leadership and direction to junior members of the team on system related queries and better customer service experience. Delve into system to understand the process workflow and system related issue resolution. Provides management visibility of the order book and proactively pre-empt any business risk. Track , monitor and achieve following KPIs - Order turnaround, OTIF, Overdue Reduction, Support Budgeted sales target, Coordination with the warehouses for last mile delivery. PROCESS DEVELOPMENT : Explore opportunities for automating manual process using advanced excel, Macros etc. Create SOPs and Process documents. Key Areas : Perfect Order Rate (POR): percentage of orders delivered without errors—on time, complete, damage-free, and with accurate documentation. On-Time Delivery (OTD): percentage of deliveries made on or before the promised date. Supplier Performance: vendor reliability through metrics like lead time adherence and quality defect rates. Skills & Knowledge : Ability to deliver results under pressure Multi- tasking Ability to operate under minimum supervisions Ability to study processes and drive automation projects Experience in working with ERP system Behavioral Competencies : Leadership skills Stakeholder management Good Communications skills & written skills Interpersonal skills Decision making Functional Competencies : SAP MS Office Analytical Skills Educational Qualification : Graduate in Engineering / Business/Operations Management BE/B Tech. MBA in SCM/ Logistics / Operations is preferred Work Experience : 10-12 years of work experience in relevant field Team handling experience