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Customer Service & Order Management

2.00 to 5.00 Years   Mumbai City   26 Dec, 2022
CERENTRAL CONSULTANTS PVT LTD
Job LocationMumbai City
EducationNot Mentioned
SalaryRs 4.0 - 8 Lakh/Yr
IndustryChemical / Plastic / Rubber / Glass
Functional AreaCustomer Service (Domestic)Operations Management / Process Analysis
EmploymentTypeFull-time

Job Description

    • Support and execute overall process of customer service & related interfaces with customers including quote processing and order processing, understand customer requirement & expectations and drive fulfillment.
    • Drive customer engagement programs & differentiated customer services w.r.t. Focus Accounts, Key Accounts, Platinum accounts etc.
    • Implementing business strategies to enhance service reach and effectiveness on a wide range of products, achieve pre-set targets while ensuring accomplishment of business goals.
    • Exercise necessary controls w.r.t. backorder hygiene, order completeness, customer promise date, pricing / taxation / related checks etc. Validate/ plug inputs and resolve discrepancies (internal/ external stakeholders) and 100% adherence to Audit related Order Management guidelines
    • Visiting Customers- Understanding & resolving issues 10-15% of the Profile requirement.
    • Handling DFS (Direct factory orders) and export orders. For export customers, Quote to delivery process knowledge is mandatory.
    • Should have knowledge of Tender enquiries, processing Quotes, PO processing and Onward Customer Service
    • CAS (Customer Allegiance Score): Consistently monitoring and achieving CAS Score on monthly basis and devising plans to improve target scores with Projects and actions.
    • Updating exceptions on Product Deployment/Customer Deliveries. Highlight all failures/ likely failures & taking timely actions collaboratively to mitigate any further occurrences.
    • Review MTOs and Coordinate with Planners for tracking delivery timeline/ status for Non-Stock SKUs.
    • Review Costs: Premium Freight Spends (Air/ Cargo), CST Billing and initiate improvement actions.
    • Participate in monthly SIOPs and provide inputs and ensure timely actions of closure.
    • Communicate and ensure implementation of company strategies across regions for uniformity

Keyskills :
sioporder management

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