1. Manage end-to-end customer service operations for the Zone, ensuring timely order processing, deliveries, and effective issue resolution.
2. Daily interaction with KAMs / Customers & Logistics team & Coordination with Planner / Logistics functions to ensure on time material as per daily order dispatches.
3. Co-ordination for Order receipt, ensure timely delivery of orders & overall co-ordination for supplies.
4. Handle day-to-day customer queries and escalations, ensuring closure within defined turnaround times (TAT).
5. Coordinate closely with Planning, Logistics, Procurement, Sales, and Manufacturing teams to meet service commitments and delivery timelines.
6. Internal communication of order receipt Vs Stock availability..
7. Release of reports - Order Vs Supplies / Weekly plan Vs Actuals / Weekly OTD / Monthly OTD.
8. Coordinate end-to-end Order-to-Dispatch (OTD) activities through proactive follow-ups and cross-functional collaboration to ensure seamless delivery.
9.
Service level follow-up & improvements & follow up for collection of Payment / Order.
10. 10.Monitor and follow up on Complaint Management System (CMS) entries to ensure timely resolution and continuous service improvement.
11. 11.Facilitate Customer Master data creation in CRM, ensuring data integrity and readiness.
12. 12.Facilitate seamless coordination between the customer service function and internal stakeholders.
13. 13.Participate in customer service experience reviews with key customers to enhance service propositions and relationships.
14. 14.Support enhancement of existing systems and processes to improve operational efficiency and service reliability
15. 15.Assist in the development, review, and implementation of SOPs
16. 16.Monitor inventory levels and stock accuracy to ensure uninterrupted supply and minimize lost orders