Graduate Trainee-Customer Experience

Title: Customer Experience Support.                                                              Job Location: Pune, India

Type of role: Graduate Intern                                                                                           Job Type: Temporary

Job Grade: Graduate Intern

To provide service and support to Customers and Commercial Division and be a link between Internal and external customers. To perform and support supply chain operations for fulfilment of customer requirements and cost optimization efforts. 

Responsibilities:

1. Communication
   
   

To execute this area of responsibility, the role is expected to coordinate among internal & external stakeholders to provide quality service to customers.  Some activities and areas where the incumbent needs to contribute:

• They will coordinate and facilitate communication between the different GBU's and provide a singular response to the customer.
• Providing efficient response to Customer orders, enquiries, problems to ensure complete Customer Satisfaction
• Creating and maintaining customer, sales, and other departmental links to promote co-operation, professional communication and good customer service.
• Inform the manager of problems which could have impacts on the department, Customers or the Organization.
• Keep  internal customers informed on all the developments for smooth running of business.
• Lead on continuously improving customer delight and value addition to Lubrizol.

1. Order Processing
   
   

To execute this area of responsibility, the role is expected to

• Receiving purchase orders from customers, processing local sales orders into the system.  For import orders inform global counter parts as per sourcing location.
• Provide Order confirmation and material availability date to customers.
• Give necessary feedback on the progress to both internal and external customers. Keep track of and when necessary expedite orders through the supply chain. 

• Sending samples to customers as per request from commercial team
• Co-ordinate with the commercial team to maintain the inventory and work with plant /sample warehouse team to ensure timely delivery.
• Invoicing: Ensure all goods shipped in a given month are invoiced in the same month (Subject to change)
• Coordinate service providers activities
• Process orders as per SLA defined to satisfy customers and build credibility.
• Create and keep Customer/specific documentation and job aids up to date
• Create, check and send commercial documents (inspection documents, certificate of origin, packing lists, certificate of analysis)
• Analyze Letter of credit terms and coordinate documentation as required
• To coordinate with warehouse team to process sales return orders on need basis
• To coordinate with OTC team to process Credit/Debit note with necessary approvals on need basis
• Handling Non Technical Assistance request for providing various regulatory documents requested from customer.

1. Management Reporting

• Regular review of Open order report with commercial team
• Report monthly sales report to all stake holders
• Report customer complaint and its closure report

Requirements:

Education:

• Bachelor’s degree in a relevant field such as Business Administration, IT, Supply Chain Management, or related discipline, or equivalent relevant experience in customer service or sales support 

Experience:

• Good written and verbal communication skills.

Skills, Competencies  

• Customer Focus
• Collaboration
• Effective Communication
• Business process acumen
• Engage and influence