Customer Service Representative

JOB DESCRIPTION

Position Title: Customer Service Representative

Reports To: Team Leader Sales Operations

Role Type: Individual Contribution

Location: Gurgaon

Job Responsibilities

• Responsible for generating MIS reports including weekly, monthly sales report, sales budget compilation (once a year), GMS forecast (quarterly) and other misc. inputs for reporting from time to time
• Provide COH support
• Ensure efficient and accurate handling of customer orders/queries/schedules based on the contract entered in the system.
• Monitor the progress and complete execution of an order.
• Support with needful information and data to supply chain planner in the event of shortages and use supply chain resource effectively to support customer business efficiency
• Report deviation of delivery to customer
• Necessitate improvement actions to reduce administrative errors in conjunction with the responsible departments
• Support the sales managers and engineers within the business units in relation to customer requirements, systems usage, etc.
• Order review as per contract in the system and customer claims settlement as per justification received.
• Acknowledge orders received through order acknowledgements, queries, order status reports.
• Handle Enquiries from IREPS and Direct OEM customer and provide support to sales. to participate in tenders.
• Follow-up with various agencies such as finished product stores, transport department transporters, etc for on timely deliveries.
• Follow-up with Manufacturing unit overseas and domestic for stock and Documentation.
• Create and update new customer master and Product Master

Skill Set

• Experience in handling key & critical customers’ accounts and business units (end to end)
• Knowledge of commercials, processes, supply chain, import, exports, forecasting, MIS etc.
• Experience in leading and coaching CS Team
• Stakeholders Management & Collaborative approach
• Problem Solving

KPIs

• TAT – Response to customer.
• Order management – on time delivery.
• Customer Complaint Handling
• Meet business targets and nos
• Deployment of tools & Processes

Education & Experience

• Minimum 5 to 8 years of strong experience in any of the areas of Customer Service, Sales or Supply chain
• Candidates must have a bachelor’s degree. Post-graduation in Management will be an added advantage
• Excellent verbal and written communication skills, networking and influencing skills with internal and external stakeholders.