Customer Service

2 weeks ago

Navi Mumbai Maharashtra, India Sun Chemical Corporation Full time

**ABOUT THE ORGANIZATION**

Sun Chemical, a member of the DIC Group, is a leading producer of packaging and graphic solutions, color and display technologies, functional products, electronic materials, and products for the automotive and healthcare industries. Together with DIC, Sun Chemical is continuously working to promote and develop sustainable solutions to exceed customer expectations and better the world around us. With combined annual sales of more than $8.5 billion and 22,000+ employees worldwide, the DIC Group companies support a diverse collection of global customers.

**Objectives of the Position**

To support customers by providing helpful information, answering questions and responding to complaints.

To be the front line of support for clients and customers and to help ensure that customers are satisfied with products, services, and features.

To build sustainable relationships and trust with customers through interactive communication.

To handle customers’ complaints by providing appropriate solutions and alternatives within the time limits and ensure follow up resolution.

Logistics invoices verification.

TImely replenishment of materials and dispatch to customers per the orders received.

**Main Responsibilities and Key Activities**
- ** End-to-end order Management**
- Perform purchase, Sales, and Delivery Order Management tasks promptly.
- Support Credit Management, Billing, and Accounts Receivable Follow-up
- Manage Master Data maintenance process to ensure effective order management.
- Coordinate and process all export/ import activities and documents, liaise with all involved 3rd parties (service providers, suppliers, bank, etc.), verify document content consistency, and send the complete set of documents to customers.
- Proactively contribute and undertake daily troubleshooting and problem-solving.
- Comply with all internal operative procedures and business rules (e.g. lead time, MOV, etc.). Verify and escalate to team lead and sales head according to company guidelines.
- Strive for continuous process improvement like escalating any repeated cases to relevant departments.
- **
Customer Management**
- Contribute to the development of customer relationships through proactive customer communication related to order management e.g. product availability, order status and delivery tracking.
- Handle customer complaints & actively communicate status, investigation results, corrective actions to customer and ensure on time closure of complaints. Capture customer expectations / requirements and feedback to team lead, sales and relevant stakeholders.
- Provide order status report and monitor customers’ order placement against sales forecast.
- Capture market intelligence from daily interaction with customers and share with the business as appropriate.
- **
Distribution Management**
- Constantly check and monitor to ensure all due delivery notes are planned for shipment.
- Coordinate with relevant service providers for transport planning and execution.
- Timely dispatches to overseas customers
- Closely follow up with local/overseas suppliers for delivery arrangements to the local warehouse till materials are physically receipted and posted in the system.
- Invoice verification & processing of all Inbound & Outbound shipments.

**Job Requirements**

Education: Min Bachelor's Degree

Working Experience:

- Good understanding of the products/services of relevant business segments
- Service excellence competencies
- Min 5 years of experience in Supply Chain Management
- Experience in Customer Service/Supply Chain/Sales/Distribution Management
- Should have experience in SAP preferrable Order Management/Supply Chain/Distribution Management

Technical and Professional Knowledge:

- Fluent verbal and written communication in English
- Good knowledge of business processes
- Well versed with SAP system (S&D module) and order to cash processes
- Well versed in MS Excel
- Knowledge with MS Excel Macro function of report building would be a plus

**EQUAL EMPLOYMENT OPPORTUNITY**

It is Sun’s policy that applicants for employment are recruited, selected, and hired on the basis of individual merit and ability with respect to the position being filled. Sun prohibits discrimination on the basis of race, color, religion, creed, national origin, age, gender, sexual orientation, gender identify, marital or veteran status, disability, or any other status protected by applicable law.

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