This month, we are highlighting team member Gopal Joshi, who is a customer service manager based out of our Gujarat, India, location. He serves as CCTY India’s customer service and supply chain leader, overseeing a key portfolio of operations and strategic initiatives for the business.
What challenges do you face in managing customer service and supply chain operations, and how do you address them to ensure seamless service delivery?
Managing abrupt demand dynamics is a continuous challenge in supply chain operations. The expectation for faster delivery times, often shorter than required production lead times, increases the difficulty of balancing supply and demand. Achieving the best delivery performance in the shortest time at a competitive cost remains a constant priority. This scenario necessitates advanced pre-planning to ensure on-time delivery, which inherently introduces inventory risk—a significant concern. To mitigate this risk, we maintain close coordination with our customers to gain long-term demand visibility and conduct regular reviews to stay aligned.
What strategies or innovations have you implemented to enhance customer satisfaction and streamline supply chain processes at CCTY India?
Robust data processing and data-driven decision-making provide a critical edge in demand planning, optimized inventory management, cost reduction and, most importantly, enhanced customer satisfaction through reliable delivery performance. Close and continuous collaboration with our customers remains a simple yet powerful strategy for building a responsible and resilient supply chain. It is pertinent to note that in addition to expanding our business with a new facility, we are also enhancing our IT infrastructure to enable technology-driven synchronization across all supply chain touchpoints. This initiative aims to monitor and measure key performance indicators while leveraging proactive analytical insights to identify and address opportunities for improvement throughout the supply chain.
How do you balance the demands of your dual role in customer service and supply chain operations while driving strategic initiatives for CCTY India’s growth?
Truly, managing those two aspects hand in hand is like walking a tightrope. It’s easy to become overly focused on the practical aspects of planning, prioritizing, sourcing, manufacturing and logistics, which can sometimes make it challenging not only to meet service expectations but also maintain economical and sustainable practices. Customer service plays a vital role in bridging this gap by aligning departmental operations and uniting them under common metrics. This dual role is an opportunity to foster organic harmony and eliminate the perceptional isolation between these critical areas, ensuring smooth and efficient functioning across the supply chain.
What is most rewarding about leading customer service and supply chain teams, and what inspires you to keep raising the bar for excellence in these areas?
Customer service and supply chain management is instrumental to understanding customer requirements, shaping a reliable and seamless buying experience for customers. By safeguarding mutual business interests through optimal inventory levels, accurate forecasting and timely logistical updates, it not only supports seamless operations but also profitability. Maintaining service confidence is a demanding task that requires unwavering momentum and a heightened focus on flexibility, agility and responsiveness. Despite these challenges, building trust, transparency and reliability stands as the ultimate reward. This serves as the foundation for fostering long-term, sustainable business relationships, ensuring mutual growth and success.
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