Customer Service Team Lead

2 weeks ago

Chennai, Tamil Nadu, India Ammega Full time ₹ 4,00,000 - ₹ 12,00,000 per year

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.

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