Associate Customer Service(External)

Job Description
To process & execute all orders from OEMs i.e Order to Cash and enable customer service to achieve more work in less time.

Roles and Responsibilities
Responsible for all back-office sales support job: order handling, receivables follow ups, sales support
Manage customer orders, queries, cases, email, SAP and other mediums.
Work within the larger Customer Service team to support colleagues locally and internationally where needed.
Through excellent knowledge of SAP and with a high customer focus, identify and resolve issues proactively and help the customers and colleagues to efficiently manage requirements.
¢ Handling of all Logistics Request with all internal stake holders and global production sites
¢ Execute all order related activities like order entry, Proforma Invoices, Deliveries etc. as per guidelines.
¢ Generation and circulation of business reports covering all financial parameters of respective segments & divisions.
¢ Responsible for customer, sales, warehouse, logistics, finance, and fulfillment for order delivery as per agreed PO terms
¢ Support front line sales team in enabling improved service & efficiency.
¢ Handling import, Hi-sea sale orders from customers.
¢ Responsible for creating new customer accounts and upkeep of business database in SAP
¢ Order Follow-up with Partners and sales as per open opportunity.
¢ Prepare Partner Agreements year basis and whenever new partner assign.
¢ Rebate Tracking quarterly and settlement
¢ BI reporting/ SF reporting
¢ Improve CLI score/ Transaction score
¢ Running different projects for various parameters
¢ Reducing case closure reports and strategy.
Success Criteria
¢ Customer surveys show that the region delivers unique customer service
¢ We are constantly #1 or #2 benchmarked to Customer service and on-time delivery within our industry
¢ Internal KPIs, including KPIs for managing and leading people are met or outperformed
¢ Evidence for excellent collaboration with key stakeholders within the Segments and regions
¢ Maintaining team synergy and good team performance
Job Requirements
¢ You can manage own workload and support team to deliver tasks within agreed timelines
¢ Excellent customer care skills (verbally and written)
¢ Excellent communication skills in English & Hindi
¢ Customer focused attitude
¢ SAP experience in a Sales / Customer Service environment and others CRM Systems, such as SalesForce.com or Any other ERP
¢ Understanding of typical supply chain / logistics
¢ Used to work under pressure
¢ Commercial Knowledge on terms & conditions.

Background & Skills
Educational Background
Any Bachelors degree
Working experience
¢ Minimum 2 to 5 years of customer service order management in a back office or related environment