Executive - Customer Service (3-8 yrs)

SKF India Limited

Job Title : Customer Service Executive

Reports to : Team Leader - Customer Service

Location - Chennai, Pune

a) Key Purpose of the Job :

- To Ensure Deployment of Customer Order Handling (Coh) Processes and Be the Front-end Contact for Customer

- Requirement Delivery for Achieving Customer Satisfaction.

B) Profile of the Job Holder :

- Bachelor's from a recognized university

- Knowledge about Order Management/Supply Chain concepts/Factory planning/Warehouse and Transportation procedures

- Minimum Experience of 3 years require with core responsibility of Customer Service

C) Key Responsibilities :

- Ensure efficient and accurate handling of customer orders/queries/schedules based on the contract entered in the system

- Ensure Daily Order management

- Order review as per contract in the system and customer claims settlement as per justification received

- Acknowledge orders received through order acknowledgements, queries, order status reports

- Ensure Prompt response to Customers in case of complaint received from customer end about product, price, etc.

- Responsible for generating MIS reports including weekly, monthly sales report, sales budget compilation (once a year), GMS forecast (quarterly) and other misc. inputs for reporting from time to time

- Provide COH support

- Monitor the progress and complete execution of an order

- Support with needful information and data to supply chain planner in the event of shortages and use supply chain resource effectively to support customer business efficiency

- Report deviation of delivery to customer

- Necessitate improvement actions to reduce administrative errors in conjunction with the responsible departments

- Support the sales managers and engineers within the business units in relation to customer requirements, systems usage, etc.

- Handle Enquiries from IREPS and Direct OEM customer and provide support to sales to participate in tenders.

- Follow-up with various agencies such as finished product stores, transport department transporters, etc for on timely deliveries.

- Follow-up with Manufacturing unit overseas and domestic for stock and Documentation.

- Create and update new customer master and Product Master.

D) Key Interfaces :

- Sales Engineers

- Area Sales Managers

- Direct Sales Head

- Business Unit Head

- Customers

- Warehouse

- Finance Team