Assistant Manager, Customer Service

3 weeks ago

navi mumbai, India BASF India Limited Full time

O bjectives of the Position

Why does this position exist? With what permanent objectives?

To service the customers of the assigned Business Unit and order management

u Driving Service Excellence

v Proactive Customer Orientation

w Communication Effectiveness

x Continuous Improvement

M ain Areas of Responsibilities and Key Activities

Strategic- Key Activities:

Perform sales and delivery order management according to SOP Monitor orders and communicate to customer & Sales team on order status Perform business rules and manage data related to order-to-cash process

Operational:

Respond to verbal (or written) requests in a timely and professional manner, ensuring any promises made are fulfilled Determine the appropriate solution by following operating procedures. Resolve issues without unnecessary delay and escalate more complex problems as required Listen carefully to instructions and questions and check for understanding Consistently deliver work tasks on time and to agreed standards. Alert colleagues or manager in advance when timeline or quality of the deliverables is likely to be affected Proactively seek guidance and asks questions to understand structures, processes, systems and responsibilities EV SCM, and how own role contributes to the broader team goals Creation of Sales Orders based on customer PO or Sales Forecast Follow up with counter parts for order allocations and vessel bookings. Delays if any should be pro-actively communicated within the team Tracking of orders, Sales & Customer Receivables on daily basis and highlighting issues if any Connect with Customer on periodic basis Ensure High Seas Documentation and follow up with customer for Notarized Agreement and BOE. Once received upload the same in local sales order and inform our local high seas team Customer AR follow up for payment purpose review credit limit with sales team Follow up with PSUs ( IOCL / HPCL ) for Call ups against the tender qty and to keep a track of the supplies to avoid oversupply. Forecast and plan the orders to avoid / minimise delay penalty. Align with Sales colleague and transmit the orders accordingly Focus on digitalisation and utilization of digital tools Co-ordinate with transportation team for vehicle placement & reduced cost for the BU APO forecasting and updating the same in system Inventory control & review of aged inventory

Job Skills:

Well versed with SAP Order To Cash (OTC) processes Good understanding of the products/services of relevant business segments Good knowledge of the business processes Service excellence competencies Ability to collaborate within and outside the team for servicing the customers

Job Requirements (minimum requirement to carry out the work)

Edu c a t i o n

University degree, minimum Bachelor’s degree

W o r k in g Experience

Minimum 6 years total professional experience

T e c hn i c a l & Professional Knowledge

Well versed with SAP Order To Cash (OTC) processes Good understanding of the products/services of relevant business segments Good knowledge of the business processes

Skills

English speaking and writing, interpersonal skills

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