Customer Service Team Lead

1 week ago

Chennai, India Ammeraal Beltech Full time

Work location: ChennaiRoles & Responsibilities: •Customer Order Management & Correspondence: Enquiries, Quotes, Order receipt to deliveries, Payments. •Relevant experience & knowledge of the process handling OEMs, End Users and Distributor Management. •Effective communication managing customer relationship and exceed customer satisfaction. •Respond promptly & professionally to Customer Enquiries via phone, email, chat. •Provide product information, pricing & availability, status on orders & accounts receivable and other queries. •Customer Order Processing from order receipt till invoicing & ensuring timely deliveries & payment collection. •Customer Account creation, Customer Master & Price Master updates in ERP on a regular timely basis. •Handle customer complaints, provide appropriate solutions and follow up to ensure resolution. •Maintain accurate records of customer interactions & business transactions. •Sales Coordination for achieving deliverables on Sales Targets, On-Time Deliveries & Accounts receivable. •Inside Sales Support on Lead Management, Quotes, Follow-up & conversion to business opportunity. •Deep understanding of company products & services and business processes with adherence. •Liaison between customers, sales team & internal cross functional teams of Operations, MU & Finance. •Provide outstanding service timely, resolving issues efficiently and ensure a positive customer experience. •Effective internal & external communication. •Maintain ERP and CRM Salesforce Management on Leads, Account, Opportunities & Case management. •Administrative support as may be required and achievement of tasks assigned on a timely basis. •MIS Reporting. •On-Time Delivery (OTD) on Quotes, Order acknowledgment & Despatches. •Days Sales Outstanding (DSO) •Reduction in % Claims on order processing. •NPS Score on Customer Satisfaction. Job requirements: •Bachelor's degree with expertise in Customer Service / Sales Coordination. •Proficient in MS Office, ERP on Order Management & CRM Salesforce Tool. •Excellent Communication and Interpersonal Skills. •Ability to multi-task and prioritize in a fast-paced environment. •Strong problem-solving abilities and high attention to detail. •Effective listening, Quick learner, Initiative & adaptability. •Customer centricity with patience and a positive attitude. •Team Collaboration and ability to work in a matrix organization. •Performance driven to deliver KPIs and business goals. •Multilinguistic with proficiency in English and Spoken Hindi is a must.

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