Customer Service Executive – Ecom Full Time

With 19.000 expert ice cream colleagues and iconic brands like Wall’s, Cornetto and Ben & Jerry’s, loved in 76 countries, we are the world’s largest Ice Cream company leading the industry.

We create iconic ice cream brands that are part of everyday life, bringing moments of joy to millions of people around the world. Everybody loves ice cream. And as the world’s biggest pure‑play ice cream company, we have the scale and ambition to make a real difference.

What Truly Sets Us Apart Is How We Work.

We move fast and keep things simple. We turn ideas into action, trust people to take ownership, and work as one team to win together with integrity. Our culture is high‑performance, collaborative and focused on getting things done.

We’re curious and ready for what’s next. We embrace digital, use data to make better decisions, and keep learning, including how AI can help us work smarter and serve consumers better.

Job Title: Customer Service Executive

Function: Supply Chain

Work Location: Mumbai

Work Level: 1B

Hiring Manager

Why we exist?

We believe life tastes better with Ice Cream. We exist to bring the power of ice cream to more people, in more places, in new and unexpected ways. As our founder Mr Wall’s already said in 1922, ‘By taking pleasure seriously”. We truly embody this and are creating the world’s largest IC company to accelerate these extraordinary ice cream experiences for more people around the globe.

About the company: Unilever, world’s 3rd largest CPG company with revenues of $60mn, has announced the spinoff of its Ice cream business group and form an independent company. Ice cream as a business system has very different character & a distinct business system when compared to other Unilever categories as it requires a dedicated cold chain GTM, it’s an impulse category and needs larger distributive and multichannel OOH footprint, needs agility to manage seasonality and rigour in front end execution.

This bold move leads the creation of an iconic pure play ice cream company “MAGNUM IC Company” which operates in 80 countries with a revenue scale of $9bn globally, headquartered in Amsterdam. Magnum IC Company houses world’s most iconic brands like Magnum / Ben & Jerry, Cornetto, Breyers ,Walls and Grom. This separation gives us boost to accelerate fast in the highly attractive $1 trillion snacking and refreshment industry, growing consistently globally.

Magnum IC Company in India: In India, Kwality Wall’s (brand of Hindustan Unilever) is a large IC business with national presence. The HUL board has approved the demerger of Kwality Walls India business as a separate listed entity. Hence KWIL will be 100% part of the Magnum IC company with its India head office in Mumbai.

The Role: Customer Service Executive

We are seeking a proactive and detail-oriented Customer Service professional to manage order fulfilment and service operations for E-commerce (Ecom) channels. The role will be responsible for ensuring high service levels, timely issue resolution, and a superior customer experience through strong cross-functional coordination with Sales, Logistics, and Supply Chain teams, in line with defined service standards and business priorities

Description of the Role

• Manage end-to-end order processing and fulfillment for Ecom channels.
• Track and improve service levels, fill rates, and on-time delivery metrics.
• Coordinate with sales, logistics, and supply planning teams to ensure order accuracy and timely dispatch.
• Handle customer queries, complaints, and escalations with prompt resolution.
• Monitor stock availability and proactively communicate with stakeholders to manage expectations.
• Generate and analyze service reports to identify trends and improvement areas.
• Ensure accurate documentation and compliance with internal processes and customer SLAs.
• Support new product launches and promotions with seamless service execution.
• Drive continuous improvement in customer service processes and systems.

Experience And Skills Required

• 5+ years of experience in customer service, preferably in Ecom for FMCG or

consumer goods industry.

• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management abilities.
• Proficiency in SAP, Excel, and customer service tools.
• Ability to manage multiple priorities in a fast-paced environment.
• Customer-centric mindset with a focus on service excellence

#TMICC

Why join us?

This is a place for people who are passionate about ice cream and are growth obsessed – both for the business and for themselves. People who act like an owner and drive our business end-to-end. People who are driven by success to deliver more than we ever thought we could!

You’ll thrive here if you value an inclusive culture, with low ego and hierarchy – and if you’re excited to continuously learn and challenge how we work, using digital, data, and new thinking to push us forward.

• Roles with real accountability and visible impact
• Free to move fast, experiment and challenge how things are done
• Continuous learning and development as the business grows
• Reward linked to performance and contribution.

Your career here is shaped by what you deliver, as you work across functions and markets and grow with the business.

Ready to build the future of Ice Cream?

If this sounds like the place where you’d thrive, we’d love to hear from you. Apply online and share your CV. We’ll review your application and be in touch with the next steps.

If you are an individual with a disability and require assistance at any time during our recruitment process, please let your Talent Acquisition Partner know.

Additional Information

The Magnum Ice Cream Company is an Equal Opportunity Employer. We embrace diversity and are committed to creating an inclusive environment where everyone can do their best work regardless of age, disability, gender identity, race, religion, sexual orientation, or any other protected characteristic.