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Customer Service Representative
Friulair
posted 10d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Job Summary
The position will manage the customer experience in India by handling and supporting all operational transactions within the assigned territory. They will coordinate the order flow activities across departments and geographical locations in order to ensure we meet our commitments to the customer.
Responsibilities Provide a high level of account management to customers.
Manage customer orders from placement to invoicing through multiple channels, including E-Mail and websites to ensure 100% customer satisfaction.
Work with demand management to satisfy customers required delivery dates.
Manage customer expectations by clearly communicating our commitments (i.e. delivery dates or problem resolution), and keeping customers informed of status of orders, issues, etc.
Provide customer support for pre order activities (pricing, availability, quoting, technical specifications).
Ownership of customer feedback and queries and proactive management of issues through resolution.
Process customer orders (promise dates, order entry, collaboration with supply chain and operations).
Ensure that all requested support is provided to meet the monthly revenue target.
Process claims and product returns in line with the Business Unit policies within the service level objectives and initiate corrective actions.
Coordinate cancellation requests with supplier/customer in order to avoid any discrepancy / excess in inventory.
Provide support and training to distributors on order entry application.
Identify improvements by using Lean Principles methodology. Liaise with plant to improve delivery dates. Respond to technical questions or refer them to appropriate functions.
Escalate customer issues requiring more complex cross functional resolution to the IR Corrective and Preventive Action System (IR CAPA)
Represent Ingersoll Rand in a professional and courteous manner to customers to ensure service excellence and customer satisfaction
Basic Qualifications
BE / B.Tech.(Mechanical/ Electrical / Electronics / Instrumentation). Masters degree preferred.
10 - 12 years experience in service / customer facing role Proficient in MS Office applications and experience with ERP systems will be preferred
Good level of English, spoken and written Travel & Work Arrangements/Requirements
Key Competencies
Experience in a customer facing role . Previous exposure to the Technical /Industrial organization preferred
Self-motivated, assertive individual, problem solver and teamwork oriented. Understanding operations and the supply demand flow is beneficial. Knowledge of Continuous Improvements tools Ability to communicate clearly and effectively using positive language Important Qualities - professionalism, decision-making, stress tolerance and time-management skills
Fluent English is required
What we offer
We are all owners of the company! Stock options(Employee Ownership Program) that align your interests with the companys success.
Yearly performance-based bonus, rewarding your hard work and dedication.
Maternity/Paternity Leaves Employee Health covered under Medical, Group Term Life & Accident Insurance
Employee Assistance Program Employee development with LinkedIn Learning Employee recognition via Awardco Collaborative, multicultural work environment with a team of dedicated professionals, fostering innovation and teamwork.
Employment Type: Full Time, Permanent
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based on 4 employees
Flexible timing
Monday to Saturday
Within country
Friulair Benefits
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