Senior Customer Service Representative

5 days ago

Chennai, Tamil Nadu, India CIRCOR International, Inc. Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Senior Customer Service Representative

BUSINESS: CIRCOR Industrial

LOCATION: Coimbatore, India

DIRECT REPORTING: Head Sales (Industrial Valves)

FUNCTIONAL REPORTING: NA

POSITION DETAILS

Position Summary

The Senior Customer Service Representative is responsible for providing and

maintaining customer satisfaction by establishing a professional and positive

relationship with assigned customers throughout the order cycle of quote, order entry,

products and services, and warranty support.

Principal Activities


• Respond promptly to customer visit requests, calls, emails


• Ensure sales order information is clearly and accurately conveyed


• Work with multiple systems including databases and customer portals (Boeing,

Lockheed, Northrop, Parker Hannifin etc.).


• Foster respect, trust and cooperation with all contacts within and outside of

CIRCOR


• Responsible for order booking and cancellation process as per business

guidelines


• Ensure sales order booking in ERP is clear and accurate as per customer order


• Participate in the internal order review process CORB, at the time of order transfer

for execution


• Ensure Sale Order Acknowledgement is provided to customer within defined

timelines


• Perform open order review with team members and participate in SIOP meetings

to drive the customer delivery needs.


• Oversee the dispatch co-ordination and monitor documentation control against

the orders and shipment to enable the payment collection within agreed due date.


• Handling any post order customer queries, expedite request and customer

complaints, to be communicated with the internal teams and drive for resolution.


• Open communication with team members to share information and knowledge to

drive customer satisfaction


• Follow established guidelines and monitor all activities within the function as per

KPI Metrices


• Collect Market Feedback from customers time to time and share with internal

stakeholders


• Work with multiple systems including databases and customer portals (GE, BH,

BHEL, GRSE, MDL, L&T, Thyssen etc.)

Requirements

CANDIDATE REQUIREMENTS

Knowledge Skills & Abilities


• Demonstrate personal ownership for tasks and follow through


• Strong project management skills, including the ability to prioritize, balance, and

manage multiple efforts


• Experience and knowledge of working in ERP and other major OEM portals


• Good analytical skills and solution-driven thinking


• Ability to communicate effectively across mediums, audiences, and situations


• Ability to drive the internal teams to achieve customer satisfaction


• Knowledge of and experience working with customer and industry-specific

requirements/standards


• Ideally proactive customer service approach, good inside sales and

communication skills with ability to multi-task creatively resolving issues.


• Strong knowledge of Microsoft Office tools and data management ability

Education & Experience


• Graduate / Postgraduate with any specialization


• 8 to 12 Years of experience in Customer Service function

CIRCOR is an EEO Employer of Females / Minorities / Veterans / Individuals with Disabilities

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