Officer-Customer Service

Qualification: Engineering - Preferred

With Electronics background

8 to 10 years experience in Customer Service task

Hands-on experience in SAP.

The Customer Service team provides value add by:
Managing or performing Customer Service related CS operations, in an assigned organization (locally or Shared Service).
Implementing or supporting CS related infrastructure development projects (e.g., new CS delivery concepts, trainings).
Preparing, reviewing, completing and booking customer orders/revisions to orders, according to valid procedures.
Maintaining customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
Providing information of all kind to the assigned customer base, by utilizing all appropriate channels (e.g. information regarding products, offerings, pricings, contract and conditions, deliveries, claims handling, and others).

A job at this level:
Executes recurring day-to-day administration or service-related operations, in processes as assigned.
Selects, apply and/or adapt procedures and practices to cover all occurring variances in work.
Serves internal stakeholder or clients with accurate and reliable execution of assigned processes.
Provides 1st level support in administrative subjects, for customers or for other stakeholders involved.
Maintains relations and exchanges information as appropriate to ensure smooth workflow between related work areas.

Hands-on experience with SAP for following actions

1. Material Master Creation/ editing (mm01).

2. Enter PO in SAP Request price approval from manager (VK11)

3. Enter PO in SAP once price is approved.

4. Able to generate reports like Backlog, sales, open orders, stock statements.

5. Credit note/ RMA handling in SAP for quality complaints/ returns from customer.

6. Enter KL order in SAP.

Main task of customer Service is as given below:

1. Conversant with audit requirements of marketing - customer Service. ISO/ IRIS.

2. Prepare periodic reports on customer satisfaction metrics other KPIs.

3. Good communication skills in English - Verbal as well as written by e-mail.

4. Maintain accurate records of customer interactions, orders transactions.

5. Use of Customer Portals after invoicing to upload invoices.

6. Conversation with team members on Teams calls, audio, and Video.

7. Soft, polite with patience to work with colleagues in factory and with customers.

8. Electronics background and able to understand capacitors basics like Capacitance values, AC/ DC capacitors, voltage, current, dimensions etc. Should have relevant experience in Power electronics industry.

9. PO is received either from Sales/ marketing team by mail or directly from customer by auto mail. Once PO is received from customer, check all fields like Customer name, ship to bill to address, payment terms, correct part number quantity and delivery schedule.

10. Get price approval from manager and book the PO in SAP.

11. Smoothly interact with customers regarding pull-in or push out of parts.

12. Interact with planning team to confirm orders once booked as per Customer Request Dates.

13. Co-ordinate with logistics for deliveries to customers in case of urgencies.

14. Capable to expedite monthly billing targets.

15. Track samples production with planning team.

16. Should be able to handle global customers or request from customer service or marketing colleagues from Europe (Blatna and Landshut).

17. Track of samples preparation for exhibitions like Electronica / Elecrama with the help of PRE and planning team.

18. Provide first response to customer for quality complaint. Get back samples from customer for analysis.

19. Co-ordinate with customer and logistics teams to pick up samples.

20. Follow up with quality team for feedback on quality complaint. Obtain 8 D report and provide to sales team/ marketing team for submission to customer.

21. Track the business of various customers. Push marketing team for new orders to meet yearly budget.