Customer Service Representative - Heavy Industries

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