Customer Service Representative

Strategic and planning

Functional

Core

• Ensures Purchase Order booking entry in SAP on timely basis and with no commercial failure.
• Closing of Product first information sheet (PFIS) internally and externally.
• Coordinating with Product Development team for Product Development along with procurement team.
• Arranging the stability with the regulatory team.
• Co-ordinate for Raw materials and Packing materials for respective products (VN Purchase or customer purchase).
• Coordination with Regulatory /Finance / Purchase /Production/ Product Development team for timely completion of the order and development.
• Reply to customer specific needs to achieve satisfaction.
• Support TICs in various activities for product development, stability, RM and PM from customer end to ensure customer satisfaction / Project Execution.
• Monitor dispatches / Sales Hold for the orders booked in the system
• Communicate to internal & external customers on the updates on timely basis
• Log customer complaints and ensure closure of complaints / queries as per agreed timelines
• Attend conference-calls with TICs to build and maintain customer relationship
• Ensure updating of SAP database including Customer Master, Product Master, Price Master for error free transactions
• Ensures compliance to defined SOPs as per Q&RA norms
• Ensure couriering NEW developed Product samples to an Overseas Customer with relevant documentation for hassle free custom clearance.
• Co-ordinate with Overseas Customer to understand documentation w.r.t specific Country as per their Law on receipt of Commercial order.
• Co-ordinate with Plant team for preparation of Commercial documents.
• Co-ordinate with CHA agent for Commercial dispatch of Products for hassle free custom clearance.
• Support in CRM activities

Internal process

• Update customer-wise tracker and share presentation along with TICs on monthly basis.
• Ensure timely payment collection to maintain zero outstanding