Executive - Customer Service (Off-roll)

The Opportunity:

The incumbent will be responsible to provide Customer Support to achieve end-to-end order fulfilment excellence and high degree of external / internal customer centricity, including order processing, query handling, Quotation Support, sales support and communication with internal & external customers. He/ She will also be responsible to achieve process excellence through streamlining of customer order inflow, business processes, order processing in SAP, efficient engagement with customer and internal teams (e.g. sales, finance, supply chain/Warehouse).

What were looking for:

• Education: Graduation Degree or Diploma in any stream
• Experience: 2-5 years relevant experience (preferred in Customer Service / Sales Support)
• Knowledge or exposure to SAP and Order-to-Cash business processes (preferred)
• Understanding of products/services of the Chemical industry (optional)

How you will thrive and create an impact: 

Deal directly with customers/Distributors either by telephone or electronically. Immediate communication with customers in instances where required delivery time or order quantity is not met. Ensuring stock transfer from one plant to another through coordinating respective warehouse by issuing stock transfer invoice. Ensure Returned Product processes and documentation are strictly followed. Coordination with AR team for open order releasing & updating to customer Order status in respect of AR status based on requirement and follow up with customers and commercial teams for pending payment collection. Proper filling & Record Maintenance of documents (Export documentation) Respond promptly to customer inquiries & Handle and resolve customer complaints Obtain and evaluate all relevant information to respond promptly to inquiries and complaints regarding delivery, pricing and product range etc. Cross Functional Coordination Interaction with EXIM, SCM, AR, Warehouse for order processing and Material availability. Accurate reporting and providing data in desire format. Solving queries from Internal and external customers.

Additional Responsibilities:

Monitor progress of customer orders to ensure that deliveries take place on time and production and follow up of Daily Order Status report Booking and issuance of Sales Return Credit Note (SRCN), General Credit Note (GCN), Price Difference Credit Note (PDCN) and General Debit Note (GDN) as per SOP policy. Accurate production of sales invoice for all dispatches & credits/debit notes for all valid claims to customers.  Accurate taking of customer orders by phone/mail & Prompt & Accurate entry of all customer orders into the sales order system (SAP). Updating of dispatch details in SAP system and keeping accurate records of occurrence and reasons for late dispatches. Liaise with sales staff where necessary to ensure that accurate and timely information is provided to customers Participate in the liquidation of slow-moving finished goods inventory. Order management performance monitoring using dedicated KPIs and reporting Preparing and sending sales report, purchase register, pending order report, stock status, SRCN report 9. Participate in daily/Weekly Customer Services meeting and prepare Weekly Order Fulfillment Report (OTOF) based on process & business requirement Establish robust connect with business, Customers (Domestic) functional counterparts and customer services community    Interact directly with dealer and direct customer and help to resolve their query & complaints.

Regards,

Vimal Sharma

Email ID: vimal.sharma@avantorsciences.com