Local Customer Service Executive

Job Summary JOB SUMMARY/PURPOSE The Local Customer Service Officer will report to the Customer Service Manager of the Local WA team.  He/She manages Local Transactions with the local ERP system in the country. He/She plays a key role of  maintaining a high level of Customer Satisfaction as well as monitoring on-time delivery in full. He would be dealing with internal and external communication related to every transaction or shipments.   JOB SCOPE/DIMENSIONS This position will take care of the coordination activity for the materials to be shipped or dispatched from APAC assets.  The scope of this position covers: Business Channels: Local Businesses (from local production sites and/or local warehouses - imported products and local external supplier)  Liaison with Customers, Sales, Operations, Finance and Logistics teams and local agents / distributors Using CRM to update and prepare data for shipped related information.  Sample dispatch to customers/clients based on the requirement and coordinate the entire activity to execute.  Prepare G-sheet & presentation to update and track the dispatch movements and open order status.  KEY TASKS AND RESPONSIBILITIES  Order process management  Punch in the customers' orders into the local ERP system  and validate the order context according to internal / external customer’s requirements and Source Plant’s capability. Follow Service Level Agreements (SLAs). Encode order with delivery date and liaise with Source Plant’s logistic coordinator to organise delivery Communicate with internal / external customer on delivery dates and adjustments Support in credit application, credit release application, credit note / debit note request if needed.  Containers movement tracking Closely monitor the containers’ movement until the containers arrive at the destination. For the export goods shall be tracking the goods will reach to destinations.    Billing Timely processing of  invoices for customer orders (Tax invoices might be issued by Finance department) Input data in ERP Review data and correct discrepancies as needed (e.g. ordered quantity vs. shipped quantity) Maintain customer invoice files for archive in customer files (electronic or non electronic) Manage billing process and participate in ERP implementation as needed  Customer communication Be the single point of contact for allocated customers on all information requests, complaints, etc. Directly collect information and communicate to customer when possible (e.g. shipment tracking) Liaise with "complaints, samples & regulatory coordinator" for requests requiring task allocation and follow-up with other functions (e.g. operations) Customer requests coordination (not directly answered by Customer Service) Collect customer requests requiring task allocation and register in CRM. Follow-up with other functions from Customer Service (e.g. complaints, samples, regulatory questionnaire) Communicate back to Customer Service for customer information Follow-up on tasks allocated with relevant functions until it’s closed (e.g. following up on samples sent-out from plants, complaint status, sample status and regulatory questionnaire … etc)  Liasioning with external agencies like Shipping Agency and Banks for smooth functioning if needed  This position may require 5% travel involved  JOB SPECIFICATIONS Education:  Bachelor’s degree or above  Typical Profile: Customer Service Executive Customer oriented profile with previous Sales/Sales exposure Data entry experience.   Experience:  4-5  years of experience in customer service with knowledge in manufacturing. Data analysis experience, presentation of data and experience in handling ISO documents.  Hands-on experience in Business Transfer and International Trade as well as Letter of Credit handling, incoterm, etc..  Proven experience in a CRM program is an advantage.  Experience in handling complaint from customers and solving complex client situations is an advantage  Deep knowledge of customer journey improvement to drive customer centricity  Languages: Proficient in English.  Fluent in the language(s) of the customers and CS team members of the Region is an advantage (Hindi, Telegu)   Position Type Full timeand Permanent