- Customer Support

3 weeks ago

Navi Mumbai, Maharashtra, India Dc Consultants Full time
Job Description

We are seeking an Asst. Mgr - Customer Support (Operation) to manage the end-to-end customer journey, from order booking to cash. You will be responsible for customer order processing, material planning, and invoicing, ensuring strong communication with both customers and internal teams. This role requires considerable experience in customer handling, proficiency in Excel, and the ability to lead a small team to achieve KPIs and manage customer escalations.

Roles & Responsibilities:

- Customer Handling: Manage the entire customer journey from order booking to cash. Handle customer escalations, meet timelines, and attend meetings.
- Order Processing: Process customer orders and review contracts. Communicate any discrepancies related to payment terms, price, or Incoterms to sales and/or the customer. Ensure orders are loaded into the system on time.
- Planning & Coordination: Handle material pull-in and push-out for customer prepone/postponement requests, and manage overall material planning. Analyze customer forecasts and historical sales for material planning.
- Invoicing & Payments: Manage invoicing, ensure compliance with GST, and follow up on payments.
- Team Leadership: Lead a small team, providing coaching, and ensuring the achievement of KPIs (e.g., Time to Market, Stock days on hand).
- Cross-Functional Collaboration: Coordinate with plants, suppliers, finance, and other cross-functional teams.
- Reporting: Maintain MIS reports to track key operational metrics.

Skills Required:

- Considerable customer handling experience (direct, through mail, phone, etc.).
- Strong proficiency in Excel analysis.
- Experience with ERP systems (preferably SAP).
- Excellent communication skills for interacting with customers and internal teams.
- Knowledge of Incoterms/commercial terms.
- Experience in leading a small team, with a focus on team building and achieving KPIs.
- A positive attitude, with the ability to cope with pressure and be tactful in critical situations.
- Good knowledge of GST and basic knowledge of Logistics is an added advantage.

QUALIFICATION:

- A Bachelor of Engineering (BE) is preferred for technical knowledge, but an MBA is also considered.

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