Customer Service Team Lead

Job Description Job Description Work location: Chennai Roles & Responsibilities: - Customer Order Management & Correspondence: Enquiries, Quotes, Order receipt to deliveries, Payments. - Relevant experience & knowledge of the process handling OEMs, End Users and Distributor Management. - Effective communication managing customer relationship and exceed customer satisfaction. - Respond promptly & professionally to Customer Enquiries via phone, email, chat. - Provide product information, pricing & availability, status on orders & accounts receivable and other queries. - Customer Order Processing from order receipt till invoicing & ensuring timely deliveries & payment collection. - Customer Account creation, Customer Master & Price Master updates in ERP on a regular timely basis. - Handle customer complaints, provide appropriate solutions and follow up to ensure resolution. - Maintain accurate records of customer interactions & business transactions. - Sales Coordination for achieving deliverables on Sales Targets, On-Time Deliveries & Accounts receivable. - Inside Sales Support on Lead Management, Quotes, Follow-up & conversion to business opportunity. - Deep understanding of company products & services and business processes with adherence. - Liaison between customers, sales team & internal cross functional teams of Operations, MU & Finance. - Provide outstanding service timely, resolving issues efficiently and ensure a positive customer experience. - Effective internal & external communication. - Maintain ERP and CRM Salesforce Management on Leads, Account, Opportunities & Case management. - Administrative support as may be required and achievement of tasks assigned on a timely basis. - MIS Reporting. - On-Time Delivery (OTD) on Quotes, Order acknowledgment & Despatches. - Days Sales Outstanding (DSO) - Reduction in % Claims on order processing. - NPS Score on Customer Satisfaction. Job requirements: - Bachelor's degree with expertise in Customer Service / Sales Coordination. - Proficient in MS Office, ERP on Order Management & CRM Salesforce Tool. - Excellent Communication and Interpersonal Skills. - Ability to multi-task and prioritize in a fast-paced environment. - Strong problem-solving abilities and high attention to detail. - Effective listening, Quick learner, Initiative & adaptability. - Customer centricity with patience and a positive attitude. - Team Collaboration and ability to work in a matrix organization. - Performance driven to deliver KPIs and business goals. - Multilinguistic with proficiency in English and Spoken Hindi is a must. About Us AMMEGA is a global company located in 40 countries. We value our employees, customers, entrepreneurship and we act in an agile and responsible way. Our mission and continuous improvement culture is the foundation for a strong and sustainable businesses appreciated by our customers. The Ammega Group's businesses provide advanced and high-quality belting solutions for 20 different industries including global logistics, food production, fitness equipment, household appliances and energy production. About The Team We belong to a global network of over 6000 employees of Ammega Group. Our employees, being a part of a high-performance organization, develop their careers in a global environment, participate in diverse teams and take advantage of our worldwide expertise in conveyor belting, power transmission, fluid power and business services. AMMEGA's sustainable business approach ensures our teams operate within a safe and stable work environment, with high respect for their professional development and well-being.