Associate Customer Service(External)

To process & execute all orders from OEMs i.e Order to Cash and enable customer service to achieve more work in less time.

Roles and Responsibilities

• Responsible for all back-office sales support job: order handling, receivables follow ups, sales support
• Manage customer orders, queries, cases, email, SAP and other mediums.
• Work within the larger Customer Service team to support colleagues locally and internationally where needed.
• Through excellent knowledge of SAP and with a high customer focus, identify and resolve issues proactively and help the customers and colleagues to efficiently manage requirements.
• ¢ Handling of all Logistics Request with all internal stake holders and global production sites
• ¢ Execute all order related activities like order entry, Proforma Invoices, Deliveries etc. as per guidelines.
• ¢ Generation and circulation of business reports covering all financial parameters of respective segments & divisions.
• ¢ Responsible for customer, sales, warehouse, logistics, finance, and fulfillment for order delivery as per agreed PO terms
• ¢ Support front line sales team in enabling improved service & efficiency.
• ¢ Handling import, Hi-sea sale orders from customers.
• ¢ Responsible for creating new customer accounts and upkeep of business database in SAP
• ¢ Order Follow-up with Partners and sales as per open opportunity.
• ¢ Prepare Partner Agreements year basis and whenever new partner assign.
• ¢ Rebate Tracking quarterly and settlement
• ¢ BI reporting/ SF reporting
• ¢ Improve CLI score/ Transaction score
• ¢ Running different projects for various parameters
• ¢ Reducing case closure reports and strategy.
• Success Criteria
• ¢ Customer surveys show that the region delivers unique customer service
• ¢ We are constantly #1 or #2 benchmarked to Customer service and on-time delivery within our industry
• ¢ Internal KPIs, including KPIs for managing and leading people are met or outperformed
• ¢ Evidence for excellent collaboration with key stakeholders within the Segments and regions
• ¢ Maintaining team synergy and good team performance
• Job Requirements
• ¢ You can manage own workload and support team to deliver tasks within agreed timelines
• ¢ Excellent customer care skills (verbally and written)
• ¢ Excellent communication skills in English & Hindi
• ¢ Customer focused attitude
• ¢ SAP experience in a Sales / Customer Service environment and others CRM Systems, such as SalesForce.com or Any other ERP
• ¢ Understanding of typical supply chain / logistics
• ¢ Used to work under pressure
• ¢ Commercial Knowledge on terms & conditions.

Background & Skills

• Educational Background
• Any Bachelors degree
• Working experience
• ¢ Minimum 2 to 5 years of customer service order management in a back office or related environment