Customer Service Representative

Generating MIS reports on a weekly and monthly basis (sales report etc) Also provide inputs for reporting from time to time.

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

Ensure efficient order management through designed tool .

Monitor the progress and ensure complete execution of the order till delivery to customer.

Coordinate with supply chain planner (domestic & overseas) as and when required for timely delivery of material and to ensure no line stoppage at customer end.

Support Key Account Managers/Sales Managers/Unit Head to achieve monthly/quarterly and yearly targets of the business unit.

Create and update Customer & Product master in the system.

Implement various customer and distributor engagement initiatives from CS point of view.

Proactive approach to handle customer & distributor complaints and acknowledge the same through corrective and preventive actions.

Hands-on to use multiple platforms for efficiency.

Identify and implement process improvements.

Skill Set

Knowledge of commercial terms, taxes, contracts, orders and sales transactions.

Knowledge in material management forecasting, scheduling, planning and execution

Experience in solving customer complaints, complex situations,

Excellent verbal and written communication skills

Stakeholder management

Accountability for own set of customers and business

Knowledge of Supply and Demand chain planning.

Warehouse and Transportation procedures

Basic finance knowledge

Good communication (verbal/written) skills

KPIs

TAT - Customer Response Time

Order Management - on time delivery

Order Processing Time

Complaint Management (SER & DER)

Education , Experience & Language

Minimum 5 to 8 years of strong experience in any of the areas of Customer Service, Sales or Supply chain.

Candidates must have a bachelor s degree.

Excellent verbal and written communication skills, networking and influencing skills with internal and external stakeholders .

Tamil Language mandatory