Manager of Customer Service and SAP Lead Trainer

2 weeks ago

Bengaluru, Karnataka, India Edmund Optics Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Position: Manager of Customer Service and SAP Lead Trainer

Department: Marketplace Sales

Reports To: Marketplace Snr Sales Manager, Asia

Brief Summary:

Effective leadership, ensuring response accuracy, adequate phone coverage, appropriateness, quality and timeliness of response. Manage day-to-day functions of staff including: scheduling, workload and special projects. Coach, counsel and challenges Call Center Staff, Team Leader as well as International Catalog Sales Team Leader. Develop training programs.

Essential Functions:

  • Responsible for Department's overall daily marketplace sales operational activities
  • Hire and train staff in email, phone and chat techniques and customer service policy
  • SAP Lead Trainer ensure the EO team is trained on navigational & function process
  • Set goals and objectives for the department
  • Report to senior management on customer satisfaction
  • Monitor and analyze inquiry and complaint trends
  • Monitor on-the-job performance
  • Responsible for weekly monitoring/evaluation/feedback
  • Coordinate the customer service effort with the purchasing and shipping/fulfillment areas
  • Coach/Counsel sales reps
  • Evaluate department performance and goals
  • Direct and coordinate overall department operations and administration
  • Responsible for meeting or exceeding company goals
  • Responsible for Asia Marketplace Sales Activity
  • Process Letters of Credit
  • Process Cash Against Document Orders
  • Quotes/Proformas
  • Comply with federal, state, and company policies, procedures, and regulations

Qualifications:

To perform this position successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable Accommodations may be made to enable individuals with disabilities to perform the essential functions.

Required Skills & Abilities:

  • Ability to motivate and lead other employees
  • SAP/MS Word/Excel Skills
  • Excellent written and verbal communication skills
  • Highly organized
  • Attention to detail
  • Working knowledge of current policies and procedures for data entry
  • Knowledge of PowerBI and other data analysis tools
  • Knowledge of SAP HANA is a plus
  • Experience working with SEA customers/Clients
  • Experience working on various e-procurement platforms
  • Knowledge of Eskar or similar CRM/CIM is a plus

Education/Experience:

Must have a Bachelor's degree or equivalent; at least 8 years of Customer Service experience with minimum 3 years of supervisory experience.

Physical Requirements:

Ability to operate office equipment such as a copier; ability to see details at a close range; ability to sit at desk or PC for long periods of time; work in office setting.

Edmund Optics shall, in its discretion, modify or adjust the position to meet the company's changing needs.

This job description is not a contract and may be adjusted as deemed appropriate in the employer's sole discretion.

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