Customer Service Coordinator

4 days ago

Chennai, India Novus International Full time

At Novus, our goal as a company, is to help feed the world affordable, wholesome food and achieve a higher quality of life. We aim to make a clear difference in sustainably meeting the growing global need for nutrition and health.

Novus employees help bring this Vision and Mission to life. Our employees support our customer in over 80 countries worldwide. Our culture is driven by this mission to help support every person across the globe. We are always looking for dynamic people who share our mission to help feed the world.

**Role Definition**:
This role is fully accountable for the entire South Asia service and after sales activities as well as customer success management. This position is responsible to establish a customer oriented, fast and reliable service organization in close collaboration with Sales and Logistics team. Enter and track customer orders through shipment and delivery to ensure final invoicing for assigned countries. Respond to customers regarding order status, deliveries, inventories and other inquiries. Under supervision from manager/supervisor, receives a high level of instruction, guidance and direction.

**External Title : Lead - Customer Service, South Asia**

**General Responsibilities**
- Coordinate new customer setup including information gathering, internal communication with sales and credit. Maintain customer lists and database for mailings, Label and ongoing administration. Maintain agent and distributor files.
- Coordinate scheduling of delivery, confirmation to customers and/or distributors.
- Administer customer invoicing, issue of credit notes and yearend rebates. Follow up on payments as necessary.
- Follow-up blocked orders due to overdues and exceeded credit limit with proper communication to customers/ managers.
- To handle customer samples, complaints and claims promptly and sensitively in accordance with NOVUS policy.
- Perform all After Sales service activities directly related to customers, acting as proactive point of reference (for estimate approval, lead-time update, return and invoicing of the product, etc.) and assuring that the customer satisfaction is constantly pursued and restored
- Regular report & other related business data coordination.
- Communicate closely with logistics team to improve the on-time delivery performance.
- Adhere to the Novus Management System (NMS), Novus Integrity System (NIS) and all policies and procedures related to position assignment.

**General Guidance for Key Knowledge/Skills/ Experience**
- Bachelor’s degree in Supply Chain, Foreign trade or comparable training and 3+ years of order fulfillment experience.
- Knowledge of domestic and international order fulfillment process (Order‐To‐Cash) and document handling. Familiar with Letter of Credit document handling.
- Experience with computerized order processing and business systems (SAP preferred).
- Good problem solving skills with attention to detail.

**Other Essential Requirements**
- Fluent in English and local languages in India.
- Logical thinking, positive attitude, result-oriented, detailed-oriented, able to undertake pressure and passionate.

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