Executive Customer Relations

Objective Of This Role: (Brief description of the role, why are we hiring, and what will person in this role do)

• Client Services is responsible for providing the highest level of quality Client service and ensuring excellent internal and external communication to support the Clients day-to-day requirements. This includes management of order processing, facilitating material procurement and inventory management, coordination of production scheduling, sourcing of special packaging or solutions, and invoicing. This position requires direct interfaces with Clients, suppliers and internal support organizations to ensure timely and accurate deliveries. A high level of responsiveness and service is required for all tasks & responsibilities.

Tasks & Responsibilities: (Major task and role person will have to perform list all the relevant points) Primary Responsibilities

• Act as a liaison between Clients and G+D team to provide first level Client support, coordinating both internally and externally as required
• Build and maintain profitable relationships with key Clients; develop and maintain strong relationships with internal and external stakeholders to ensure optimal performance
• Liaise with the internal teams such as data generation, production, fulfillment & warehouse to ensure the Client orders are fulfilled as per the agreed SLA
• Create Client specific SLAs for every Client and record all the key deliverables for further tracking and delivery
• Ensure all the client documents such as agreements, SOP & SLA, are in place before commencing the volume production
• Be a part of project implementation along with the project team to set up the Client production environment
• Help Clients to manage scheme approval formalities from Visa, Master & Rupay etc. in strict accordance with the requirements of security control production and shipment
• Manage the change management system effectively, assign and track for proper implementation, test and confirm back to Clients
• Act as a first-level Client support for incident reporting and incident management within Client Services
• Ensure the periodical MIS is defined with the respective clients and is published on time and as per the agreed SLA
• Properly and closely monitor the inventory on raw materials (both Client-supplied and G+D-procured) to ensure the sufficient materials are always available for the continuous running of production
• Create sales orders in System (SAP) which enables the production jobs and invoicing subsequently
• Ensure the invoices are done and couriered to the Clients for the services rendered according to the agreed billing period
• Conduct weekly inventory analysis to ensure the non-moving stocks are highlighted to clients and necessary action is taken to liquidate such non-moving stocks

Secondary Responsibilities

• Provide second-level support and backup to Client Services team as required
• Assist with training new team members as required
• Support with department efficiency projects as required
• Compliance with all company policies and procedures

Skills and Attributes:

• Excellent communication and presentation skills
• Ability to organize, multi-task, prioritize and manage time effectively
• Self-motivated team player with ability to interact in a collaborative manner
• Ability to listen and active problem solving skills
• Ability to work well under pressure, meet deadlines
• Good understanding of Client deliverables and the impact of failure / cost of poor quality

Education & Trainings: (Basic & Professional)

• Bachelors or Post Graduate Degree
• Previous experience with the ability to manage and motivate others

Technical knowhow: (Mention the technology on which person must be experienced)

• Mandatory:
• MS Office
• SOP Creation & Documentation
• Good to know:
• SAP
• Spoken Hindi
• Fluent English

Experience: (in yrs.)

• Total : 5 to 8 Years
• Relevant* : 4+ Years