Order Management Executive

JOB TITLE: CUSTOMER SERVICEREPRESENTATIVE

REPORTS TO:TEAM LEADER

A)Key Purpose of the Job

To ensure deployment of customer order handling (COH) processes and be the front-end contact for customer requirement

delivery for achieving customer satisfaction.

B)Profile of the Job Holder

• Minimum 5+ years of strong experience in any of the areas of Customer Service, Sales or Supply chain.
• Candidates must preferably have Engineering bachelors degree.
• A strong process orientation with prior experience in process improvement projects and initiatives.
• High level of proficiency with existing systems and processes. Know-how of SAP.
• Excellent verbal and written communication skills, networking and influencing skills with internal and external stakeholders.

C)Key Responsibilities

• Tracking all registered orders and updating the customer about the status. Provide COH (customer order handling) support.
• Ensure efficient and accurate handling of customer orders/queries/schedules based on the contract entered in the system.
• Monitor the progress and complete execution of an order.
• Follow-up with planning, engineering, production & logistics and ensure on-time delivery of orders of the assigned region. Report deviation of delivery to customer.
• Necessitate improvement actions to reduce administrative errors in conjunction with the responsible departments.
• Track the payment collection of the assigned region.
• Order review as per contract in the system and customer claims settlement as per justification received.
• Acknowledge orders received through order acknowledgements, queries, order status reports.
• Handle quotations and provide support to sales.
• Follow-up with various agencies such as finished product stores, transport department transporters, etc for on time deliveries.
• Create and update new customer master.
• To handle customer complaints and collect customer voice.
• Provide Value Added Service solution according to customers specific requirements, deep dive the root cause to provide better solution which may exceed customers expectation.
• Accountable for their own customer and distributor portfolio.
• Improve customer experience using various digital, automated and innovative solutions.
• Interface with internal customers for problem-solving.
• Lead initiatives to improve CS processes and performance.
• Participate in team meetings and improvement projects.
• Train and provide operational support on CS matters to team members.
• Ensure up-to-date work process and procedure documentation for CS.

D)Key Interfaces

• Customers / Distributors
• Controlling
• Application Engineering
• Factory Supply chain organization
• SKF Logistics Services
• Central Finance
• Area Sales Managers
• Direct Sales Head
• Business Unit Head

E)KPIs

• TAT Response to customer.
• Order management on time delivery.
• Customer Complaint Handling
• Meet business targets and nos
• Deployment of tools & Processes

F)Competencies

• Experience in handling key & critical customers accounts and business units (end to end)
• Knowledge of commercials, processes, supply chain, import, exports, forecasting, MIS etc.
• Stakeholders Management & Collaborative approach
• Problem Solving
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