Customer Success Executive

Key Responsibilities

• Receive orders from the KAMs/Customers/Business team and taking it ahead for further process in coordination with multiple stakeholders.
• Serve as the SPOC for all assigned customers, leading end-to-end new requirement gathering for job onboarding and execution across projects.
• Track and monitor Change Requests (CRs) for all assigned segments, ensuring proper follow-up and escalation to peers in case of delays or lack of support.
• Compare purchase orders and quotes for accuracy. Inform Production/Operations/Costing in case of a change in process and any other major changes leading to additional expenditure.
• Identify discrepancies in order receipts and communicate them to KAMs / planning team and coordinate for necessary corrections.
• Tracking day-to-day incoming data and monitoring the TAT and Daily operational communication with clients.
• Reconcile actual dispatch counts and pending dispatch data, providing daily status reports to customers.
• Discussing the schedules and communicating the same to the concerned KAMs/Customers.
• Daily meeting with the Production and Planning team relates to the daily schedule and ensures dispatches are happening within TAT.
• In case of delay, immediately escalate the orders to the concerned team for immediate action.
• Monitoring stationery stock reports on a weekly basis shared by the concerned team and ensuring timely reorder to avoid any shortfall.
• Take timely approval from customers for printing all required stationery in advance.
• Post completion of activity, ensure to send despatch confirmation and supporting documents to customer on daily basis.
• Preparing monthly Billing MIS within 02nd of every month and take approval from customer immediately and share with billing team for invoice generation.
• Preparing the invoice for the completed job on time and ensuring dispatch of the invoice & receipt of the same by the Customer.
• Checking the rates in the invoice with the original PO rates and confirming the correctness of the Invoice.
• Regular review meetings with all the assigned customers and ensure to meet to their satisfactory level.
• To collect periodic customer feedback assessments from all assigned customers to gauge satisfaction levels and effectively understand their needs.
• Handle additional responsibilities as and when assigned.
• Following & maintaining 5S, ISO, QMS, and EMS standards always. Adhere to the ISMS (Information Security Management System) policy in the organization.

Skills Required

1. Clear Communication Skills to handle all internal and external stakeholders.

2. Presentation Skills

3. Ability to handle surprises.

4. Confidentiality in taking any additional responsibilities as and when given.

5. Customer Handling skills

6. Reporting and documentation

7. Teamwork

Technical/Functional Proficiency Required

1. MS Office

2. Basic IT Skills

3. Basis Accounting Skills