Customer Service Representative

Job Description

Position Title: Customer Service Representative

Reports To: Team Leader Sales Operations

Role Type: Individual Contribution

Location: Gurgaon

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

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.