Ecommerce Channel Distribution Planner & Customer Service Specialist

Role Overview :

We are looking for a highly organized and proactive individual to join our team as the Ecommerce

Channel Distribution Planner & Customer Service Specialist. This role will be responsible for

managing stock availability, improving fill rates, and ensuring seamless communication between key

stakeholders, including the sales team, key account managers (KAMs), transportation, and planning

teams. The ideal candidate will be analytical, detail-oriented, and proficient in Excel, with a strong

ability to drive logistics and distribution planning processes for our ecommerce channel.

Key Responsibilities :

1. Stock Availability & Order Fulfillment :

o Ensure timely availability of stock for customer Purchase Orders (POs) across the

ecommerce channel by sharing daily distribution plan to CFAs basis Open Orders, sales

& Forecast.

o Monitor and track stock levels to meet customer demand and resolve any stock

shortages proactively.

2. Communication with Sales & KAMs :

o Provide regular stock connectivity timeline updates to Key Account Managers (KAMs)

and the sales team.

o Share detailed remarks on stock availability, upcoming stock arrivals, and potential

stock-out situations.

3. SKU Transition Management :

o Manage and communicate SKU transitions, including pack size revisions, MRP

changes, and status updates (active / inactive SKUs) for customer master data updates

& to prevent disruptions in order fulfillment.

4. Fill Rate Improvement :

o Continuously identify critical SKU losses and take actions to improve stock availability

and channel fill rates.

o Collaborate with cross-functional teams to mitigate supply chain bottlenecks and drive

higher service levels.

5. Sales & Logistics Planning :

o Drive monthly sales and logistics planning meetings to align on demand, stock

availability, and order priorities.

o Work closely with the demand planning, transportation, and planning teams to ensure

seamless order fulfillment.

6. Customer Fill Rate Reconciliation & Reporting :

o Reconcile customer fill rates monthly with the sales team and identify any gaps or

improvement opportunities.

o Publish and present the fill rate performance for the ecommerce channel to internal

stakeholders.

7. Cross-functional Collaboration :

o Engage with the transportation team to resolve delivery-related challenges and ensure

timely shipment & receipts of stocks at CFAs.

o Collaborate with the demand planning and inventory management teams to resolve

supply-demand mismatches.

8. DRP (Distribution Requirements Planning) Implementation :

o Taking part in the implementation of Distribution Requirements Planning (DRP) tool

for the ecommerce channel, ensuring optimal stock levels and improved service to

customers.

o Monitor DRP performance and suggest improvements as needed.

9. Advanced Excel & Data Analysis :

o Utilize advanced Excel formulas, functions, and logics to manage data, analyze stock

performance, and improve decision-making.

o Develop and maintain reports, and analysis tools to support planning and customer

service activities.

Key Qualifications : Education :

Bachelor s / Master s degree in Supply Chain Management, Logistics, Business Administration,

or related field.

Experience :

o 3-5 years of experience in distribution planning, supply chain, customer service, or a

similar role, preferably within the ecommerce or FMCG sector.

o Experience working with supply planning, stock management, customer service, and

inventory control.

Skills :

o Strong knowledge of Distribution Requirements Planning (DRP).

o Proficiency in advanced Excel (pivot tables, VLOOKUP, conditional formatting, complex

formulas, etc.).

o Excellent communication and coordination skills with a customer-centric approach.

o Strong analytical and problem-solving abilities with attention to detail.

o Ability to collaborate with cross-functional teams, including sales, logistics, and

demand planning teams.

Competencies :

o Logical thinker with the ability to analyze data and take actions to improve processes.

o Strong organizational and time-management skills.

o Ability to work under pressure and manage multiple priorities effectively.

Preferred Qualifications :

Experience in using supply chain management software or ERP systems (e.g., SAP, Oracle).

Knowledge of ecommerce logistics and supply chain practices.

Familiarity with SKU rationalization and portfolio management.