Deputy Manager - Customer Service

Education : Bachelor's Degree in any discipline, MBA or Postgraduate Degree in Supply Chain Management preferred

Experience : 15+ years of professional experience spanning Back-office Sales & Customer Management, International Trading & Logistics, and End-to-End Supply Chain Management.

Job Purpose :

The job involves leading and oversee backend order processing and customer support operations, ensuring seamless coordination across Sales, Central Logistics, Project Management, Credit Control, Production Units, and Customers. This role requires managing a diverse customer base including OEMs, SMEs, and Distributors, handling multiple product lines, currencies, and complex supply chain operations. The incumbent will supervise subordinates, ensuring reporting discipline and high performance across all functions.

Key activities :

1. Ensure smooth booking, handling, and execution of orders.
2. Monitor demand planning, turnover, and fast-track deliveries on a daily/weekly basis.
3. Identify the gaps in between demand and expected supply, Explore the possibilities to minimize the gaps.
4. Oversee import deliveries, ensuring no long holding of shipments at Germany, Hong Kong, and other factory warehouses.
5. Monitor and maintain safety stock levels, aligning factory and sales teams with customer requirements.
6. Supervise team in daily order processing tasks.
7. Setting up the Targets for Global Evaluation
8. Enhance SAP usage for accuracy, automation, and digital record-keeping.
9. Shipment initiation, document handling and Logistics co-ordination for shipments with Factory and Customer as well.
10. Handling LC, advance and credit payments in INR & USD / EUR (Order management related process)
11. Address and resolve customer complaints (SAP-QN preparation, follow-up, closure).
12. Strengthen relationships through dealer and OEM visits.
13. Prepare and review monthly MIS reports on KPIs and team performance.
14. Track TDK Singapore WH SMNM stocks and follow up on delayed order bookings (IPOA, GPAS, etc.).
15. Coordinate with TDK Singapore Team for customer deliveries.

Key Result Areas / Accountabilities-

1. Ensure Timely Order Booking (All India) through effective supervision
2. Ensure On-time Feedback to Customers on their open orders by monitoring team performance and guiding them as required.
3. Team motivations and high productivity
4. Enhanced SAP utilization and process accuracy
5. Achievement of customer satisfaction and operational KPIs