Executive, Customer Service

4 days ago

Bengaluru, India Molex Full time

**Description**

**DUTIES & RESPONSIBILITIES**:
1.

Main Customer Service contact for specific customer base

2.

Manage customer demand process. Manage customer backlog follow up with the team.

3.

Respond to customer enquiries in a timely and accurate manner

4.

Route and follow technical questions to Marketing team/Plants/Sales Engineers. Maintain regular dialogue with sales team.

5.

Manage customer complaints, such as disputed invoices and QN discrepancies to support zero defect mentality with Quality teams/Plants/Sales Engineers /Credit Control.

6.

Manage Expedites/Cancellations/Reschedules by following customer T&C’s when defined or with Molex general T&C’s in coordination with Supply Chain and customer.

7.

Manage team activity to support and drive KPI results

8.

Manage quotation/price inquiries with Sales Engineers, the Pricing department and Product Managers. Pro-active follow up on price extensions and renewals.

9.

10.

Support GLSS programs to drive continuous improvement

11.

Maintain and ensure backup procedures are in place

12.

Send customers monthly reporting as appropriate

13.

Independently build customer relationships to enhance customer loyalty and help grow the business.

**SUPERVISORY ACTIVITIES**:
1.

To plan and co-ordinate the Human Resources in the appointed team of CSR, this may include but is not limited to daily planning of resources (flex schedules, holiday requests, absenteeism), preparation of performance reviews according to the Human Resources policies, talent management and training requirements.

2.

To provide first point of contact for the CSR team members (escalation, support)

3.

To work with the business process owners for continuous improvement on key business processes.

4.

To provide monthly reporting on assigned Customer base for regular reviews with the team and the manager.

**PERFORMANCE MANAGEMENT**:
1.

Customer satisfaction “Customer scorecard improvement “

2.

Develop reporting process and issue reports on a periodical basis (monthly/quarterly)(Delivery Performance, service issues)

3.

Meet delivery Performance goals MPD and CRD as per the company Focal Points.

4.

To comply with all Focal Points and departmental goals as determined at the beginning of each Fiscal Year.

5.

Customer visit plan

6.

Reduce freight costs

7.

Reduce customer service related Quality Notifications

8.

Optimize automation usage, such as EDI and VIP capabilities

9.

Regular reviews with the appropriate Sales Engineers

**SCOPE**:
Entity focal points and Customer Satisfaction (Scorecards)

**EDUCATION**:
**REQUIRED**:

- Bachelor Degree or equivalent; or with equivalent years of progressive experience in a manufacturing-related Customer Service environment.
- English language is mandatory where in some location Mandarin may be also mandatory.
- Good PC skills are necessary including Microsoft Excel, Word & Outlook.

**PREFERRED**:

- Additional language capability in another European language is an advantage.
- Knowledge of SAP is an advantage or knowledge in ERP system would be preferred.

**WORK EXPERIENCE**:
**REQUIRED**:

- At least 5 years commercial experience is desirable, preferably gained in electronic industry.

**SKILLS & ABILITIES**:
**PREFERRED**:
Koch is an equal and opportunity employer.

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