Executive - Customer Service (1-3 yrs)

Job Profile - Customer Executive Service

To continue providing our customers with a complete food solution, the main purpose of this position is to interact with customers to provide and process information in response to inquiries, concerns and requests about the products.

Responsibilities

Financial responsibility:

Partnering with the purchase and logistics processes for cost efficiency, supply efficiency using various indices

Ensuring market growth because of repeat business and new business engaged customers

Customer responsibility (Internal & External)

- Work closely with the Sales team to monitor and ensure the orders are placed on time for timely dispatch

- Ensure prompt resolution of customer queries/ complaints, recall of reject goods and replenishments immediately

- Work closely with the QA team to identify gaps in the product and reasons for order rejection and share timely feedback with the customers

- Monitoring and involved in dispatch planning on a daily basis, for establishing quality & quantity limits for effective inventory control, both at warehouse and at client end.

- Monitoring stock for HORECA clients based on inputs from category managers /sales team and order trends, to reduce the service lead time

- Partner with the Logistics team to identify and select transporters and negotiate with them and also monitor material movement to supervise performance.

- Document, update and maintain MIS to facilitate daily meetings and inputs to PPIC to decide dispatch prioritization based on customer urgencies

- Share MIS on order analysis ,forecasts and pending orders and shipment status with relevant business leaders for decision making on customer relationship management

- Ensure all documentation and paperwork related to order and dispatch is completed, and following up with customers for timely payments.

Process Improvement:

- Regularly review vendor/supplier performance to ensure adherence to predefined specifications of quality, quantity, timeliness of material, credit terms etc. and share feedback and technical inputs for service quality improvement and cost savings

- Reviewing contracts and documentation related statutory requirements and ensuring all paperwork is renewed on time (for e.g. insurance, licensing, customs including claim settlement).

Skills - Operating experience on any ERP software (for ex. SAP Material management module, MS Navision, Ariba etc )