Team Leader Customer Service @ Perfect Fmcg

Job Description

Position Title: Customer Service Team Leader Reports To: Head Distribution Role Type: Team Manager Location: Pune Job Responsibilities To drive demand and supply management including order change management with customer and factory to enhance service level and on time delivery; Build strong customer relationships and CRM by facilitating customer and distributor engagement. Ensure that the CS Team proactively supports the sales team. Actively work with CS team and Segment team in reaching BU targets Participating with the Segment Team in creation and implementation of policy and rules for enquiries, follow-up of quotations, pricing agreements, proposal solution and risk management. Create and update Product and Customer Master To handle customer complaints and collect customer voice. Proactively drive new and innovative ideas for improving and simplifying existing processes and efficiency optimization. Provide Value Added Service solution according to customers specific requirements, deep dive the root cause to provide better solution which may exceed customers expectation; Ensure Customer Satisfaction Index Survey with respective segment customers & initiate improvement action plan Ensure Quality Process compliance and review at regular intervals Accountable for their own customer and distributor portfolio Ensure continuous development and improvement of team members using Manage, Lead and Coach styles. Demonstrate PAT behaviors and create a culture of PAT within their team. Improve customer experience using various digital, automated and innovative solutions . Skill Set Experience in handling key & critical customers accounts and business units (end to end) Knowledge of commercials, processes, supply chain, import, exports, forecasting, MIS etc. Experience in leading and coaching CS Team Stakeholders Management & Collaborative approach Problem Solving KPIs TAT Response to customer. Order management on time delivery. Customer Complaint Handling Meet business targets and nos Deployment of tools & Processes Development and Training Plan for Team Education & Experience Minimum 10 years of strong experience in any of the areas of Customer Service, Sales or Supply chain Candidates must preferably have bachelors degree. Post-graduation in Management will be an added advantage A strong process orientation with prior experience in leading process improvement projects and initiatives High level of proficiency with existing systems and processes Excellent verbal and written communication skills, networking and influencing skills with internal and external stakeholders. Interested candidates can share their resume to hidden_email / hidden_email

Employement Category:

Employement Type: Full time
Industry: Others
Role Category: MaintenanceProduction
Functional Area: Not Applicable
Role/Responsibilies: Team Leader Customer Service

+ View Contact

Keyskills:   Customer Service CRM Problem Solving Supply Chain Management Forecasting MIS Team Management Process Improvement Communication Skills Networking Stakeholders Management ImportExport