Customer Service Representative

21 hours ago

Bengaluru, Karnataka, India Madura Coats Full time ₹ 1,04,000 - ₹ 1,30,878 per year

Responsibilities

Order Management (Improving the Customer experience)

  • Supervises and manages the customer service department and serves as liaison between the customer, PL, Logistic and WH to fulfil orders and ensure customer satisfaction with products and service.
  • Responsible for constantly providing high levels of service to customers
  • Ensuring FTS, priority list and tailing orders are checked and attended every day
  • Supervising the Order management for the Key customers.
  • OTIF Reduction of OTIF failure due to delivery blocks and order amendment to 5%
  • Monitoring the correct process of amendment is followed where there is genuine request from the customer.
  • No manual intervention to the orders should be made for any changes in order due to Coats internal reasons. (MDM, Qty check done)
  • Supervising the hygiene trackers

Escalation handling:

  • Handling escalations from customers on any delay or order co-ordination.
  • Assistance to resolve service problems by acting as a bridge between customer and management to clarify customer`s complaint, determine the cause of the problem and solve the problem

Monitoring the complaint tracker and ensuring end to end closure

  • Providing insights to the internal teams to improve our internal services to improve overall customer satisfaction
  • Supervising and ensuring the complaints are getting resolved and take feedback from customer.

Team management - Shrinkage, attrition, work reallocation, training, coaching, mentoring agents & performance management

  • Training and development of team members for consistency with the expectation of exceeding customers expectations every time.
  • Formalizes processes and procedures to ensure total customer satisfaction is met.
  • Works proactively to promote teamwork.
  • Manages jobs efficiently from start to finish including administrative duties.
  • Maintain and conduct cadence with Sales team on order related updates.
  • Be the communication point to internal teams on any process and procedures.

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