Customer Service Team Lead

2 days ago

Chennai, Tamil Nadu, India AMMEGA Full time ₹ 2,50,000 - ₹ 5,00,000 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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