Customer Service Representative - Gurgaon / Gurugram - confidential

    confidential
    confidential Gurgaon / Gurugram

    1 week ago

    Full time
    Description

    Job description

    • 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.

    Skill Set

    • 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

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