Coordinator - Customer Interaction
Bayer
Kolkata, West Bengal, India
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) 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 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 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 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
