Customer Service Representative

Role Overview

Position Title: Customer Service Representative

Reports To: Team Leader Sales Operations

Role Type: Individual Contribution

Location: Bangalore

Responsibilities

• To ensure customer centric approach by engagement with Customers and Distributors and to be responsible for achieving customer satisfaction.
• Generating MIS reports on a weekly and monthly basis (sales report etc.) Also provide inputs for reporting from time to time.
• Ensure efficient and accurate handling of customer orders / schedules and distributor queries based on the contract entered in the system.
• Ensure efficient order management through designed tool.
• Monitor the progress and ensure complete execution of the order till delivery to customer.
• Coordinate with supply chain planner (domestic overseas) as and when required for timely delivery of material and to ensure no line stoppage at customer end.
• Support Key Account Managers/Sales Managers/Unit Head to achieve monthly/quarterly and yearly targets of the business unit.
• Create and update Customer Product master in the system.
• Implement various customer and distributor engagement initiatives from CS point of view.
• Proactive approach to handle customer distributor complaints and acknowledge the same through corrective and preventive actions.
• Hands-on to use multiple platforms for efficiency.
• Identify and implement process improvements.

Skills

• Knowledge of commercial terms, taxes, contracts, orders and sales transactions.
• Knowledge in material management forecasting, scheduling, planning and execution
• Experience in solving customer complaints, complex situations,
• Excellent verbal and written communication skills
• Stakeholder management
• Accountability for own set of customers and business

KPIs

• TAT - Customer Response Time
• Order Management - on time delivery
• Order Processing Time
• Complaint Management (SER DER)

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. from a recognized university.
• Excellent verbal and written communication skills, networking and influencing skills with internal and external stakeholders.
• Knowledge of Supply and Demand chain planning.
• Warehouse and Transportation procedures
• Basic finance knowledge
• Good communication (verbal/written) skills

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.