Opening for Customer Service Representative
- Greenfields Management
- 2 to 5 Yrs
- Pune
- 3 years ago
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Job Description
The Customer Service Representative is responsible for interacting with key customers to provide information, support and problem resolution to inquiries and order status. The Customer Service Representative serves as the customers main point of contact for delivery and order status. The CSR maintains proactive communication and acts on customer inquiries in an efficient and timely manner. Builds strong partnership internally with production, planning, logistics and business functions to identify and drive alternatives to deliver the customer order requirements. The Customer Service representative can use judgement based on defined practices, demonstrate decision-making in critical supply situations and contribute to delivery improvement initiatives for key accounts. The Customer Service representative can present dashboard and delivery data during Management reviews.
Job Responsibilities*
1. Serves as Customers main point of contact and can be assigned to key accounts
2. Provides guidance to customers about quantities on stock, required time to produce and deliver. Negotiates customer requests related to production leadtime, transportation mode and service based on customer coverage
3. Monitors and drives the progress of the production process: Reviews daily customer demand and validates deviations for up to 3 months ahead Ensures proactive internal notification of customer delivery risk following Customer Impact Alert process Ensures proactive external notification to customers on supply risk minimum 1 week prior to the customer order schedule date
4. During constrained supply situations, take active participation in internal meetings to provide critical customer account feedback as it relates to minimum customer production requirements. Build and update supply coverage overview based on production plan and customer needs.
5. During constrained supply situations, leads efforts on regional level as an allocation champion working with the Global allocation champion, Planning and Manufacturing teams in executing to the allocation plan.
6. Responsible for Customer Portal Management process related to Delivery Complete and present Customer Scorecard monthly with NOTD pareto and customer portal rate, where available Manage delivery/ logistics sections of customer portals, where applicable Demonstrate solid understanding of customer requirements and delivery precision criteria Review regularly and resolves timely customer concerns/ claims/ cares on the portals related to the delivery process Coordinate internal actions related to delivery improvement initiatives for key customer accounts
7. Order Management responsibilities and activities related to achieving OTD target and reducing DLQ Ensure date management guidelines are followed on 100% Review daily report on Open deliveries in Firm status pending customer collection and manage PD of orders packed and announced on time to forwarders but not collected Update NOTD codes in Oracle timely Execute manual order entry process within required timeline and accuracy Ensure ISO backlog is aligned with SO backlog Review and manage EDI exceptions regularly, where applicable May be assigned management of customers on consignment/ 3PL/ JIT delivery mode where responsibility is to maintain supply and replenishment of inventory levels as per contractual agreement
8. Demonstrate expertise in one or two OM processes and/ or other areas within the scope of CS
9. NR optimization (pull-in) activities at month/ quarter-end Communicate with production sites customer readiness to pull-in demand in order to request earlier order fulfillment Negotiate with and influence customers to pull-in orders into current month/ quarter, where applicable Identify pull-in opportunity based on specific customer logistics/ flexibility agreements Regular update of pull-in files to reflect customer feedback on pull-in requests and progress made
10. Work with Project Management Team (PMT) on customer order management around NPD & CM projects Provide demand visibility to Production site during phase-in/phase-out project and align with customer demand to committed SOP Build and maintain a supply coverage overview representing CM/ NPD plan
3. Experience / Qualifications
* Bachelors degree (must be) in Business Administration, Economics, Logistics, Supply Chain, Industrial Engineering or related degree.
2-4 years of previous Customer Service experience.
Strong ability to communicate data and recommend conclusions Experience with analytical supply/demand analysis and good understanding of Supply Chain processes Ability to navigate through multiple tools/ platforms and work with an ERP system.
Employement Category:
Employement Type: Full timeIndustry: Manufacturing
Role Category: Customer Service (International)
Functional Area: Not Applicable
Role/Responsibilies: Opening for Customer Service Representative
Contact Details:
Company: Greenfields ManagementLocation(s): Pune
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