Customer Services Representative
3 weeks ago
**Date**:30 Aug 2023
**Location**: IN
**Company**:Coats
Order Management (Improving the Customer experience) - Supervises and manages the customer service department and serves as liaison between the customer, PL, Logistic and WH to fulfil orders and ensure customer satisfaction with products and service. - Responsible for constantly providing high levels of service to customers - Ensuring FTS, priority list and tailing orders are checked and attended every day - Supervising the Order management for the Key customers. - OTIF - Reduction of OTIF failure due to delivery blocks and order amendment to 5% - Monitoring the correct process of amendment is followed where there is genuine request from the customer. - No manual intervention to the orders should be made for any changes in order due to Coats internal reasons. (MDM, Qty check done) - Supervising the hygiene trackers - Escalation handling: - Handling escalations from customers on any delay or order co-ordination. - Assistance to resolve service problems by acting as a bridge between customer and management to clarify customer's complaint, determine the cause of the problem and solve the problem - Monitoring the complaint tracker and ensuring end to end closure - Providing insights to the internal teams to improve our internal services to improve overall customer satisfaction - Supervising and ensuring the complaints are getting resolved and take feedback from customer. - Team management - Shrinkage, attrition, work reallocation, training, coaching, mentoring agents & performance management - Training and development of team members for consistency with the expectation of exceeding customers’ expectations every time. - Formalizes processes and procedures to ensure total customer satisfaction is met. - Works proactively to promote teamwork. - Manages jobs efficiently from start to finish including administrative duties. - Maintain and conduct cadence with Sales team on order related updates. - Be the communication point to internal teams on any process and procedures.
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