Job Description
Summary
Job Description
To lead the customer care function by ensuring accurate order execution, proactive customer communication, and strong coordination with internal teams to deliver high service levels and support business growth.
ESSENTIAL DUTIES AND RESPONSIBILITIES Include The Following.
Perform all order processing and service-related activities to ensure the accurate, timely and effective handling of the customers requirements
Ensure accuracy in pricing, quantities, and delivery commitments
Monitor order backlog and drive timely execution
Coordinate closely with Sales, Warehouse, Logistics, Supply chain, and Finance teams
Follow up on incoming / outgoing goods schedule to provide accurate and timely feedback to customers and the sales team
Use data to drive decision-making and performance improvement
Provide courteous and professional responses for all product and order related enquiries.
Responsible for analyzing and resolving customer requests, enquiries, or problems by utilizing established procedures.
Maintain accurate and latest information in system regarding existing customer accounts
Encourage new ways of thinking and working to achieve smarter outcomes.
Promote and participate in FEM events and activities.
Adheres to all established policies, procedures and the code of ethics.
Other duties and tasks assigned by the Operations Manager.
EDUCATION And/or EXPERIENCE & QUALIFICATIONS
Minimum 05 years of customer service / internal sales and / or Victaulic product knowledge.
Must possess proficient software skills such as Microsoft Office – Word, Excel and Teams and knowledge of an ERP system, esp. SAP, (Infor M3 preferred).
Must be goal-oriented, reliable, self-motivated and able to multi-task effectively.
Willing to be flexible within our working schedules and work occasional overtime.
Problem solver, hands on, flexible and willing to take initiative.
Understands the benefit to working together as a team, good interpersonal skills and able to communicate with all levels of people.
Strong coordination and follow-up skills
Can communicate fluently in the in English ( additional Indian languages will be plus..)
CC Representatives Core Competences
Customer Orientation
Strives fully to meet the expectations and requirements of internal and external customers. Gathers information directly from the customer and uses this information to improve products and services. Acts with the customers in mind and begins and consolidates effective customer relations, earning their trust and respect.
Problem solving
Uses rigorous logic and methods to effectively solve difficult problems: keeps asking questions in the search for answers. Spots latent problems. Looks at the long-term effects of proposed solutions.
Decision Making
Makes right decisions at the right time, which are based on knowledge and good judgement. Can make decisions quickly, in some cases even on the basis of incomplete information or under heavy time pressure. Over time, most of his/her solutions and suggestions prove to have been correct and accurate.
Communication
Can communicate clearly and consistently in a wide range of communication styles. Can convey messages that have the desired effect.
Project & Time Management
Monitors the progress of projects in a consistent way. Phases in logical steps and respects agreed deadlines. Gives timely feedback about the progress of the various projects. Is realistic in his/her planning and builds in evaluation moments/checkpoints. Demonstrates conscious time management. Respects budgets.
Stress Management
Remains calm under pressure. Does not become defensive or irritated when things are going less than perfectly. Is regarded as mature. One can count on him/her to hold things together under difficult circumstances. Does not lose his/her equilibrium when something unexpected arises. Displays no frustration when he/she encounters resistance. Has a calming influence in a crisis situation.
Change
Willingness to embrace change, both in business aspects as in the candidate´s personal growth, is essential.
