Customer Services Coordinator - FMCG (1-3 yrs)

Customer Services Coordinator - Operation for the FMCG Company

Role and Responsibilities:

Position: Customer Service Coordinator Segment: HoReCa (Hotels, Restaurants & Caf/Catering) Key

Responsibilities:

1. New Client Onboarding: Assist in the smooth onboarding of new clients, including gathering necessary documentation, setting up accounts, and ensuring all client needs are understood and met.

2. Client Servicing: Act as the primary contact for ongoing client servicing, managing requests, addressing issues, and ensuring a high level of customer satisfaction.

3. Daily Order Booking & Processing: Book orders daily, confirm details, and coordinate with internal teams to ensure timely and accurate order processing.

4. Single Point of Contact (SPOC) for Client Coordination and Queries: Serve as the main contact for clients, handling all inquiries and providing prompt and effective solutions.

5. Coordination with Internal Teams: Collaborate with internal teams, including sales, marketing, operation and logistics, to ensure excellent service, delivery and client satisfaction.

6. Delivery Coordination: Oversee the delivery process, coordinate with logistics teams, and ensure orders are delivered accurately and on time.

7. Payment Follow-Ups: Track outstanding payments, follow up with clients to ensure timely collection of payments as per agreed credit terms.

8. Upselling and Cross-Selling: Identify opportunities to upsell and cross-sell products to existing clients, enhancing their experience and driving additional revenue.

9. Recording & Maintaining MIS Data: Accurately record and maintain MIS data, including sales records, client feedback and escalations for ongoing analysis and improvement.

10. Reporting and Feedback: Regularly update the sales team and management with reports on client activities, feedback, and market insights to help shape strategies.