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Lead - Customer Service
6 days ago
Job Responsibilities
• Responsible for all back-office sales support job: order handling, receivables follow ups, sales support
• Manage customer orders, queries, cases, email, SAP and other mediums.
• Work within the larger Customer Service team to support colleagues locally and internationally where needed.
• Through excellent knowledge of SAP and with a high customer focus, identify and resolve issues proactively and help the customers and colleagues to efficiently manage requirements.
• Handling of all Logistics Request with all internal stake holders and global production sites
• Execute all order related activities like order entry, Proforma Invoices, Deliveries etc. as per guidelines.
• Generation and circulation of business reports covering all financial parameters of respective segments & divisions.
• Responsible for customer, sales, warehouse, logistics, finance, and fulfillment for order delivery as per agreed PO terms
• Support front line sales team in enabling improved service & efficiency.
• Handling import, Hi-sea sale orders from customers.
• Responsible for creating new customer accounts and upkeep of business database in SAP
• Order Follow-up with Partners and sales as per open opportunity.
• Prepare Partner Agreements year basis and whenever new partner assign.
• Rebate Tracking quarterly and settlement
• BI reporting/ SF reporting
• Improve CLI score/ Transaction score
• Running different projects for various parameters
• Reducing case closure reports and strategy.
Success Criteria
• Customer surveys show that the region delivers unique customer service
• We are constantly #1 or #2 benchmarked to Customer service and on-time delivery within our industry
• Internal KPIs, including KPIs for managing and leading people are met or outperformed
• Evidence for excellent collaboration with key stakeholders within the Segments and regions
• Maintaining team synergy and good team performance
Job Requirements
• You can manage own workload and support team to deliver tasks within agreed timelines
• Excellent customer care skills (verbally and written)
• Excellent communication skills in English & Hindi
• Customer focused attitude
• SAP experience in a Sales / Customer Service environment and others CRM Systems, such as or Any other ERP
• Understanding of typical supply chain / logistics
• Used to work under pressure
• Commercial Knowledge on terms & conditions
Background & Skills
Educational Background
Any Bachelor’s degree
Working experience
• Minimum 3-5+ years of customer service order management in a back office or related environment
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