Customer Service

2 weeks ago


Delhi, India Straumann Full time

KEY RESPONSIBILITIES:

  • Provide daily customer service support
    • Answers telephone promptly to handle customer queries and take product orders and provide written communications
    • Mail response to all stake holders within 24hours.
    • Undertake accurate entry of customer order data to SAP through Service provider / Finance
    • Provide accurate product information to customers
    • Respond efficiently and effectively to customer queries and complaints
    • Maintain customer information in the company Customer Relationship Management (CRM) system to ensure its accuracy and relevance prior to distribution.
    • New customer creation with KYC, Registration no, email, Phone no etc in SAP and SFDC within one working dayof request from sales team.
    • Tracking of orders and exchanges, database maintenance, updation and follow up with customers
  • Work in a flexible and collaborative manner within a small team, sharing joint responsibilities to ensure that all daily tasks are completed.
    • Provide direct support/backup to sales representatives.
    • Receive and enter customer orders via telephone, electronically and provide written communication on the same.
  • Manage customer consignment stock through efficient monitoring, provision of stock data to Sales Specialists and resolution of stock discrepancies.
  • Manage Faulty Product Claims/exchanges through liaison with Sales Specialists, customers and Head Office, administration of relevant paperwork, monitoring of data, maintenance of records to facilitate customer credits.
  • Welcome emails to new customers within 24 to 48 hours of shipment for first order for all product catogories.
  • Send email to customers for any partial/short shipments
  • Team management, roll out new projects for performance improvements under compliance.
  • Coordinate with various stakeholders & cross functions and identify/implement actions towards achievement of cost, speed and reliability targets


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