Summary
Overview
Work History
Education
Skills
Notableaccomplishments
Academiccredential
Personal Information
Qualities
Timeline
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Bharat Singh

Bharat Singh

Summary

Dedicated Customer service manager with 14+ years of experience in Consumer Durables & FMCG, consistently achieve record-high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations, Expertise in handling large scale operational events e.g.-IPL, CCL Respected builder and leader of customer-focused teams; instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example and ensure the execution of all safety, security, quality, and store operations policies.

Overview

15
15
years of professional experience
2
2
Languages

Work History

Regional Operations manager – North region (Cold chain)

Mondelēz India Foods Ltd
07.2017 - Current
  • Managing E2E Cold Chain to deliver right eat experience to shopper/consumer
  • Accelerate the Expansion growth by placement of assets with state of art asset management and controls
  • IT related developments and asset assurance along with RTM cold chain compliance
  • Strategy execution for Asset's deployment of a robust cold chain network across the North Region within 9 states
  • Build Cost Efficiency into the system of Managing Cold Chain by tying up with the right vendors and ensuring the maintenance & deployment of visicoolers in the appropriate manner across various retail environments
  • Communicate effectively to all stakeholders to ensure full support from relevant Operational and Sales teams in executing the strategy
  • Develop strong external business relationships and networks with key players in the cold chain including links with key customers as required in TT/NCD/MT at regional level
  • Category Planning & Activation for categories - Chocolates, Beverages, Biscuits, Gums & Candy for North India comprising of 25 ASM territories which also includes Rural markets
  • Customer Marketing, Shopper Marketing
  • Category Planograming activities
  • In - Store Activations / RE activations
  • Category activations to drive trade / shopper engagement
  • Track NPD launches / in market implementation and evaluate performance
  • Point of Buying / Merchandising
  • Shopper marketing programs, Retail marketing programs, visibility tools, develop key metrics to measure the efficacy of the programs
  • Agency co-ordination
  • Managing budgets
  • New Product development
  • Market Research
  • Manage the Cold Chain service network to deliver high quality & reliable service to retailers
  • Execute the process to track and monitor safety, quality and availability of Visicooler at retail stores
  • Execute the process to assess performance/business growth of Visicooler at retail stores
  • To establish & develop vendor/suppliers in the region
  • Contribute to the design, development and testing of new Visi-cooler designs and innovations
  • Ensure adherence to Visicooler deployment SOP
  • Change retailer behavior to keep visicoolers switched on 24 x 365
  • Driver Assets productivity & ensure for 100% utilization
  • Ensure to drive SLA in Repair & Maintenance
  • Time to Time Network correction across locations on quarterly performance in Service KPI, Retailers satisfaction index
  • Deliver cold chain infrastructure usage compliance across all distributors
  • Lead cold chain infrastructure execution & usage across distributors in the geography
  • Ensure proper vehicle insulation is in place & develop localize vendors
  • Educate distributors on the need & benefits of 100% usage and compliance of cold chain infrastructure
  • Lead to ensure Modern Trade stores & DCs have right infrastructure for cold chain to ensure intact product quality
  • Monitor & reduce consumer complaints of Heat damage for Chocolate category in the region
  • Cold Chain development in Rural Market Especially Use of Shippers box GEL Pads, Cold chain Infra
  • Assets procurement from Central vendor & smooth dispatched across all locations
  • Assets inventory audit in Market & 3P end to ensure ZERO assets loss
  • Recognized for Best Cooler Governance in Year 2018
  • Recognized for Best Sales Partner in Year 2019
  • Recognized for Value in Action Award in 2020
  • Recognized for Highest Asset Placement in a single day in Year 2021
  • Recognized for Best customer satisfaction score in Year 2022
  • Recognized for “VALUE IN ACTION “award in Year 2023

Market Operations Executive

PepsiCo India Holdings
07.2013 - 06.2017
  • Ensure stock availability for sales team, Production Planning for plant, Demand Planning and SKU wise sale forecasting, managing chilling infrastructure for PepsiCo Hyderabad unit - includes Procurement, Supply Chain and Logistics, Deployment and service of all chilling equipment
  • Managing teams of 07 Service Executives, 3 Spare Management Executives, 4 Coolers Governance Executives, 22 Service dealers, Call Centre Operation of PEPISCO, Logistic & Warehouse Operation
  • Ensure Chiller Stock availability for unit sales team for all District of Telangana state
  • Ensure Warehousing and logistics operations and elements of supporting a large and successful sale Distributors & Production force
  • Ensure Stock availability as per Market Requirement
  • Month wise SKU wise demand planning and forecasting the sales volume and sharing the same with production team
  • Maintaining SKU wise buffer stock availability at warehouse according to avg
  • Primary sales, forecast shared team
  • Logistics arrangement for smooth dispatch to 85 distributor points across Telangana state and keeping Cost per case - Freight charges under AO P
  • Responsible for driving and ensuring following Key KPIs (Key Performance Indicators) against the AOP Operational Plan)
  • Forecast Accuracy (Order Fill Rate), OST (Order Service Time), Controlling of Warehouse operation costs (VLC - Variable labor cost), Freight Cost Control, Truck Turn Around Time
  • Inventory & Batch management for the warehouse
  • Responsible for stock reconciliation process, preparation of Stock report and its circulation to Business F Hyderabad (Market Unit Office)
  • Responsible for Man power planning and execution of the same for smooth dispatches
  • Responsible for Man, Material & Machine safety in the Operations (Key Safety Team member in driven Safety practices)
  • Ensuring to process C& FA and Transporter Bills
  • Responsible for driving and ensuring following Key KPIs (Key Performance Indicators) against the AOP Operational Plan)
  • Breakages / Pilferages/Controlling of Warehouse operating cost
  • Service of 55000 +chilling infra in market requires spares inventory planning month wise
  • Proposing the budgeting of spares inventory basis YAGO trend SD wise and region wise for planning spares inventory before season commences
  • Maintaining parts day inventory(PDI) of 90 days for season and 45 days in off season according to the budget allocated
  • Auditing spares inventory in warehouse weekly and placing orders for spares so to maintain PDI in stores
  • Finding and developing new suppliers which can supply material within Lead Time and at lower cost so as to drive productivity in Operations
  • Warehousing of all finished goods and procured chilling equipment's
  • Tie ups with different transport vendors to ensure cost effective/timely dispatch/ placement/pick up of equipment as well as finished goods to distributor location and for sending spares inventory (M SL) to all the Service partners across AP COBO
  • Ensuring all safety norms are being adhered to in warehouse
  • Continuously looking for new Logistics partner to improve productivity and keep freight cost-CPC under AOP figures
  • Addressing ROl concerns of logistics partner and giving them a healthy environment to work in
  • Ensuring all vehicles leave warehouse/plant at maximum load ability and reach distributor locations with Minimum or no leakage/breakage
  • Compiling the plan for chilling equipment procurement in coordination with Business Unit Team as per sales team plan/requirement
  • Raising PO to vendors and coordinate for timely supply of equipment
  • Meeting with suppliers on regular to check status of PO and review it
  • Prepare deployment plan as per sales team requirement/plan across the territory
  • Ensuring timely deployment of equipment in market as per plan
  • Developments of Service dealer network to ensure timely quality repair/servicing of all equipment
  • Monitoring service dealer's performance on set KPI's
  • Conducting monthly Audits for all Service Dealers across territory and compiling corrective action plan for weak areas in service dealer working
  • Handling 25 suppliers (Nisi, PM X, Spares) and identifying new suppliers in market to provide cost effective and productive business to company
  • To ensure 100% coolers are present in market and there is no asset loss
  • Ensuring all equipment's in market are backed by legal agreement with outlet
  • Ensuring all coolers movement in market is regularized in database
  • Thus keeping a close check the companies P&L hit
  • To lead a team of Service Supervisor (2 nos.), Warehouse Staff (15 nos.), Cooler Governance executives (3 No.) and 23 suppliers/Logistics Vendors/22 Service Dealers across territory
  • Focus on achieving high standards of performance through training & development, building & maintaining team spirit and create & sustain a culture of high performance
  • Conducting R&R(Reward and Recognition) for all existing 22 Service partners and awarding the best one on basis of their KPI trends to instill competition and fervor in team
  • Key Accounts and MT Channel order fill rate 85 % against 75% target ever in the history of production plant
  • Recognized in the R&R program for Impact Initiative in assets Management
  • Achieved best KPI's in country for assigned Territory for Year 2014-15, 2015 -16 and HYD unit received Best M EM team award in Operations conference 2015 & in 2016 also
  • Secured global record breaking scores of 99.41% and 99.6% in company's biggest agenda (Cooler Governance)- Annual cooler count respectively in 2014 and 2015
  • Drive & achieved +90% Scanning score in Hyderabad unit, First time in Ever history
  • Successfully handled 3rd edition of Pepsi IPL-HYD unit by timely procurement, installation of 28 PM X machines and 85 Visi coolers and exhibiting the right and healthy partnership with all stakeholders such as IMG, HCA, Sun riser's Management, Hyderabad Police and ensuing 100% safety compliance which helped the unit leverage sales
  • Single handedly drove MEM/Supply Chain operations extremely successfully in absence of manager for 11 months-May'14 to Mar'15
  • Successfully connected whole market (including Upcountry) with Call Center hence enhancing direct customer - Company interaction leading to higher Customer Satisfaction
  • Development of Service Network: Appointed new Exclusive Service Centers in order to enhance Customer Satisfaction in the region
  • Supported Unit Sales Team for resolution of market issues/queries
  • Motivated my team of service dealers and engineers in order to achieve company's objectives
  • Consistently performed under company norms of regular Audits/Market Visits
  • No false commitments in the trade; always cleared market issues in time as per Company norms
  • Reinvented the call center by changing from wireless to PRI line and increasing the seating capability from 4 to 10, Introduced fast forwarding message Servicing, thereby robust calling registration, reduction in call drop %,CE/DB/Customer happy calling achieve to enhanced level of customer satisfaction
  • In 2016, we won best support function award during Annual sales meet in Bangalore
  • In 2016-17, Dedicatedly work on service contract & convert 100% vendor into comprehensive AMC with a company profit 25 L per annum
  • In 2019, Recognized for Impactful performance in Assets governance & Highest Asset deployment in PAN INDIA

Branch Service In charge

IFB INDUSTRIES LTD
08.2010 - 06.2013
  • Company Overview: Home appliances, Consumer HOME APPLIANCES division
  • Coordinating the Service deliverance within Uttarakhand & remote areas
  • Ensuring implementation of systems in service partner in Uttarakhand & remote areas
  • Handling escalation calls of Uttarakhand & remote areas
  • Coordinating with warehouse for spares distribution
  • Directly handling one service operations
  • Serve the needs of over 30000 customer bases
  • Service forecasting and spares coordination
  • Monitoring Consumer satisfaction level
  • Organizing Service campaigns
  • Managing branch defective stock sets clearance
  • Home appliances, Consumer HOME APPLIANCES division

Education

BACHELOR OF TECHNOLOGY - Mechanical

Skills

Customer Service Management

Notableaccomplishments

2018, Recognized for Best Cooler Governance, 2019, Recognized for Best Sales Partner, 2020, Recognized for Value in Action Award, 2021, Recognized for Highest Asset Placement in a single day, 2022, Recognized for Best customer satisfaction score, 2023, Recognized for VALUE IN ACTION award, 2014-15, Achieved best KPI's in country for assigned Territory, 2015-16, HYD unit received Best M EM team award in Operations conference, 2014, Secured global record breaking scores of 99.41% in cooler governance, 2015, Secured global record breaking scores of 99.6% in cooler governance, 2016, Won best support function award during Annual sales meet, 2016-17, Converted 100% vendor into comprehensive AMC with a company profit of 25 L per annum, 2019, Recognized for Impactful performance in Assets governance

Academiccredential

BACHELOR OF TECHNOLOGY (Mechanical), Uttarkhand Technical University

Expertise : SAP, MS- Office, CRM, Apex Live, Pep-part, CATIA, AUTOCAD, NETWORKING

Personal Information

  • Date of Birth: 06/07/88
  • Gender: Male
  • Marital Status: Married

Qualities

  • Assertive
  • Hard-working
  • Work Dedications
  • Sincere
  • Integrity
  • Adaptability
  • Good leader

Timeline

Regional Operations manager – North region (Cold chain)

Mondelēz India Foods Ltd
07.2017 - Current

Market Operations Executive

PepsiCo India Holdings
07.2013 - 06.2017

Branch Service In charge

IFB INDUSTRIES LTD
08.2010 - 06.2013

BACHELOR OF TECHNOLOGY - Mechanical

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Bharat Singh