Customer Service Executive

Position Title: Customer Service Executive

Reporting to: Sr. Manager SCM

Location:       Nerul- Corporate Office

Objective

To service the customers of the assigned Business Unit and order management

Main Tasks

• Perform Sales and Delivery Order Management tasks
• Contribute to development of customer relationships through proactive customer communication related to order management e.g. product availability, order status and delivery tracking
• Manage Master Data maintenance process to ensure effective order management
• Handle customer complaints via Non-conformance Management (NCM) system Actively communicate status, investigation results, corrective actions to customer and ensure on time closure for non-product quality related complaints.
• Capture customer expectations / requirement and feedback to business
• Provide order status report and monitor customers’ order placement against sales order
• Capture market intelligence from daily interaction with customers and share with the business as appropriate
• Ensure all discount approval emails saved in SAP orders
• Ensure to meet & fulfil all requirements of Audits
• Support implementation of business rules related to customer order management process
• Provide end to end transaction report (including order status, pending orders, and dispatch details) daily basis

Functional/ Technical Competencies

• Graduate in any stream, MBA / PGDM preferred
• Certification on Supply Chain like APICS etc. will be an added advantage
• Good communication skills
• Well versed with SAP Order To Cash (OTC) processes
• Good understanding of the products/services of relevant business segments
• Good knowledge of the business processes
• Service excellence competencies
• Ability to collaborate within and outside the team for servicing the customers

Competencies

• Demonstrate Customer Focus
• Collaborate for Achievement
• Communicate Effectively
• Develop Self and Others

ACADEMIC QUALIFICATION:

Graduation in any discipline with professional experience in manufacturing industry.

KNOWLEDGE & EXPERIENCE:

With about 1 to 3 years’ experience. Basic & Advanced Excel skill is mandatory