Team Leader, Customer Service

5 days ago

bangalore, India Molex Full time

Your Job To be the main Customer Service contact for a selected Customer base and internal interface for all Molex contacts by responding to customer inquiries promptly and efficiently. To supervise a team of assigned to a selected Customer base. Our Team As Customer Service Team coordinating and handling queries from our customers and handling queries promptly and efficiently. What You Will Do * Main Customer Service contact for specific customer base * Manage customer demand process. Manage customer backlog follow up with the team. * Respond to customer enquiries in a timely and accurate manner * Route and follow technical questions to Marketing team/Plants/Sales Engineers. Maintain regular dialogue with sales team. * Manage customer complaints, such as disputed invoices and QN discrepancies to support zero defect mentality with Quality teams/Plants/Sales Engineers /Credit Control. * Manage Expedites/Cancellations/Reschedules by following customer T&C's when defined or with Molex general T&C's in coordination with Supply Chain and customer. * Manage team activity to support and drive KPI results * Manage quotation/price inquiries with Sales Engineers, the Pricing department and Product Managers. Pro-active follow up on price extensions and renewals. * Encourage customers to use Molex Web tool " Salesforce" and identify automation opportunities * Support GLSS programs to drive continuous improvement * Maintain and ensure backup procedures are in place * Send customers monthly reporting as appropriate * Independently build customer relationships to enhance customer loyalty and help grow the business. * To plan and co-ordinate the Human Resources in the appointed team of CSR, this may include but is not limited to daily planning of resources (flex schedules, holiday requests, absenteeism), preparation of performance reviews according to the Human Resources policies, talent management and training requirements. * To provide first point of contact for the CSR team members (escalation, support) * To work with the business process owners for continuous improvement on key business processes. * To provide monthly reporting on assigned Customer base for regular reviews with the team and the manager. * Customer satisfaction "Customer scorecard improvement " * Develop reporting process and issue reports on a periodical basis (monthly/quarterly)(Delivery Performance, service issues) * Meet delivery Performance goals MPD and CRD as per the company Focal Points. * To comply with all Focal Points and departmental goals as determined at the beginning of each Fiscal Year. * Customer visit plan * Reduce freight costs * Reduce customer service related Quality Notifications * Optimize automation usage, such as EDI and VIP capabilities * Regular reviews with the appropriate Sales Engineers Who You Are (Basic Qualifications) • Bachelor Degree or equivalent; or with equivalent years of progressive experience in a manufacturing-related Customer Service environment. • English language is mandatory where in some location Mandarin may be also mandatory. • Good PC skills are necessary including Microsoft Excel, Word & Outlook. • Additional language capability in another European language is an advantage. • Knowledge of SAP is an advantage or knowledge in ERP system would be preferred. • At least 10+ years commercial experience is desirable, preferably gained in electronic industry. What Will Put You Ahead The ideal candidate will be proactive; flexible has a genuine interest in customer needs and a sense of urgency. The candidate will have an organized approach as she/ he will be expected to work independently in a high-pressure commercial environment. Confidentiality is a requirement in this position. Intuition and sensitivity to the needs of others is important. At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy. Who We Are At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company. Additionally, everyone has individual work and personal needs. We seek to enable the best work environment that helps you and the business work together to produce superior results.

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