Customer Service Incharge

• Structure
• SC Systems and CS_Customer Service Team 3
• Job posted on
• Mar 12, 2024
• Employee Type
• Full Time
• Experience range (Years)
• 3 years - 10 years
• Job Role Customer Care Incharge Span HO
• Function Commercial Job Family Officer
• Reporting to (position) Customer Care Manager Direct Reportees
• Job Context

Job Purpose

Effectively and Efficiently manage Customers export Order to delivery and Cash cycle of chemical segment products Ensuring customer satisfaction by maximizing service level with cost optimization.

Job Dimension

Job Responsibilities

• Responsible and accountable for "Managing export customers order to delivery cycle of assigned products/Zone"
• Order Management - Timely and accurately Punching Sales orders in SAP with Correct Delivery dates as mentioned in PO.
• Order Scheduling with Planning Team.
• Packing Material Indent to Purchase and Packing Instruction to Plant as required bu customer.
• Providing Correct Customer Specification to plant pertaning to order.
• Aligning CHA for Vessel Booking and informing Transport for Container Movement to Plant.
• Ensuring No detention of Vehicle at Plant/Port and Plan in an effective manner where direct gate in happens.
• Ensuring documents delivery to customer within defined Service Level and Smooth Movement of Container to customers custody at Destination as per defined Incoterm.
• Responsible for Proactive Customer Communication, sending Weekly status update to all customers via Excel sheet Getting aquainted with sales forecast, invoices, contract balances etc.
• Responsible for Customers OTIF as per service level agreement (SLA) and Customer Satisfaction Index (CSI).
• Responsible for Managing Customer Complaints and escalating to responsible function and ensuring customer to get reponse with RCA and CAPA.
• Manages relationships with supply chain planning, plant operations, finance, transportation, Logistics and sales departments to fulfill more complex orders, resolve any scheduling challenges, and sustain key supply chain model inputs.
• Responsible for Customer due Outstanding management, Sending Reminder for overdues to customer and escalating to next level if no response in defined time period.
• Maintain and improve delivery operation by monitoring system performance, identifying and resolving customer service issues.
• Anticipating Delivery constraints and prepone delivery/Vessels Bookings in order to meet Customer Delivery date.
• Ensuring Discipline in SAP for Orders accuracy and Customer over due.
• Provides management oversight and direction to the monitoring and tracking of standard order lead-time, MIS/Dashboard.
• Responsible for managing post shipment documentation team and implement systems for streamlining the processes.

  Internal & External Relationship

• Function Agency Purpose of function Frequency Nature of Relationship
• Basic/Advanced/Strategic
• Basic/Advanced/Strategic
• Job Position
• Pillar Commercial Vertical Business & Supply Chain
• Group SC Systems & Customer Service Team
• Job specification
• Experience 5+ Years of experience in a similar role, preferably in a chemical/ other manufacturing company
• Qualification Bachelors Degree in any stream, Understanding Supply chain Function + Course in same is desired.
• Excellent Verbal and Written communication skills, Excellent organizational skills, high degree of planning and attention to detail.
• Certifications/Trainings Supply chain and Customer Service trainings a plus
• Competencies
• Behavioural Good communication, hard working, Process Driven
• Functional SAP, MS Office - Excel, Powerpoint