Customer Service Executive

2 months ago

Navi Mumbai Maharashtra, India Sika Full time

**Company Description**
Sika is a specialty chemicals company with a leading position in the development and production of systems and products for bonding, sealing, damping, reinforcing, and protecting in the building sector and motor vehicle industry. Sika has subsidiaries in 101 countries around the world and manufactures in over 300 factories. Its more than 27,500 employees generated annual sales of CHF 11.23 billion in 2023.

Position Title: Customer Service Executive

Reporting to: Sr. Manager SCM

Location: Nerul
- Corporate Office

**Objective**

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

**Main Tasks**
- Perform Sales and Delivery Order Management tasks
- Contribute to development of customer relationships through proactive customer communication related to order management e.g. product availability, order status and delivery tracking
- Manage Master Data maintenance process to ensure effective order management
- Handle customer complaints via Non-conformance Management (NCM) system Actively communicate status, investigation results, corrective actions to customer and ensure on time closure for non-product quality related complaints.
- Capture customer expectations / requirement and feedback to business
- Provide order status report and monitor customers’ order placement against sales order
- Capture market intelligence from daily interaction with customers and share with the business as appropriate
- Ensure to meet & fulfil all requirements of Audits
- Support implementation of business rules related to customer order management process
- Provide end to end transaction report (including order status, pending orders, and dispatch details) daily basis

**Functional/ Technical Competencies**
- Graduate in any stream, MBA / PGDM preferred
- Certification on Supply Chain like APICS etc. will be an added advantage
- Good communication 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

**Competencies**
- Demonstrate Customer Focus
- Collaborate for Achievement
- Communicate Effectively
- Develop Self and Others

**ACADEMIC QUALIFICATION**:
Graduation in any discipline with professional experience in manufacturing industry.

**KNOWLEDGE & EXPERIENCE**:
With about 3 to 5 years’ experience in Customer Service. Basic & Advanced Excel skill is mandatory. Good in Data Analytics preferred.

**Qualifications** ACADEMIC QUALIFICATION**:
Graduation in any discipline with professional experience in manufacturing industry
**Additional Information**
- V lookup, H lookup & Pivot Table.

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