Customer Service

KEY RESPONSIBILITIES:

• Provide daily customer service support
  • Answers telephone promptly to handle customer queries and take product orders and provide written communications
  • Mail response to all stake holders within 24hours.
  • Undertake accurate entry of customer order data to SAP through Service provider / Finance
  • Provide accurate product information to customers
  • Respond efficiently and effectively to customer queries and complaints
  • Maintain customer information in the company Customer Relationship Management (CRM) system to ensure its accuracy and relevance prior to distribution.
  • New customer creation with KYC, Registration no, email, Phone no etc in SAP and SFDC within one working dayof request from sales team.
  • Tracking of orders and exchanges, database maintenance, updation and follow up with customers
• Work in a flexible and collaborative manner within a small team, sharing joint responsibilities to ensure that all daily tasks are completed.
  • Provide direct support/backup to sales representatives.
  • Receive and enter customer orders via telephone, electronically and provide written communication on the same.
• Manage customer consignment stock through efficient monitoring, provision of stock data to Sales Specialists and resolution of stock discrepancies.
• Manage Faulty Product Claims/exchanges through liaison with Sales Specialists, customers and Head Office, administration of relevant paperwork, monitoring of data, maintenance of records to facilitate customer credits.
• Welcome emails to new customers within 24 to 48 hours of shipment for first order for all product catogories.
• Send email to customers for any partial/short shipments
• Team management, roll out new projects for performance improvements under compliance.
• Coordinate with various stakeholders & cross functions and identify/implement actions towards achievement of cost, speed and reliability targets