POSITION PURPOSE:

To ensure seamless & efficient customer service (internal and external) through effective collaborations with cross functional teams to ensure the business needs/ targets are fulfilled. Focus on adapting new processes and technology to enhance customer experience ensuring efficiencies.

YOUR TASKS AND RESPONSIBILITIES:

Customer Interaction (directly and via sales team members)

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  • Orchestrate the service relationship, acting as primary contact for assigned customer accounts
  • Analyze account history, understand the supply needs, help make decisions to optimize orders and product deliveries
  • Provide information on orders, supply availability, timing, updates on products, programs, etc.
  • Reach out to customers and sales team for missing Customer Master data information to process categorized sales orders
  • Seek customer feedback to track satisfaction level and identify solutions to improve experience
  • Resolve any immediately addressable requests/ queries from customers and sales team via phone, email, etc.

Case Management

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  • Receive and route queries by raising and closing tickets on the SFDC platform (OCV/CRM) within defined SLA
  • Receive & resolve queries related to order/invoices within defined SLA
  • Order management – unstructured orders viz consignment sales, export orders, demo orders, CKA orders, delivery complaints, Customer to Customer Transfers etc.).
  • Documentation and communication for complaints & errors related to orders and delivery

Collaboration

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  • Involve Customer Operations team and other functions for resolution of non-immediately resolvable requests
  • Support sales, supply chain and other functions with customer information such as invoice acknowledgement, missed orders and others

Customer Experience

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  • Ensure services based on customer prioritization with efficiency
  • Support trainings on new processes, tools, and systems related to supply chain and help customers to adopt accordingly
  • Identify the gaps and improvement areas to increase the operational efficiency and customer experience.
  • Help onboard new colleagues, provide function-specific peer-to-peer training
  • Drive satisfaction surveys at customer level related to order management

WHO YOU ARE:

• Any graduate
• 3-5 years of experience in Customer Service, Supply Chain Management, IT or related fields
• Knowledge of SAP SD module and MS Office is must
• Key skills: customer focus and relationship management, results orientation, collaboration, agility, flexibility, integrity
• Good oral and written communication skills
• Good in English and regional language