- Responsible for complete order to cash process and interaction with customers related to the process including the wide range of Customer Service activities.
- Well versed with SAP functionality and activities.
- Follow trade compliance guidelines in discharge of customer service responsibilities.
RESPONSIBILITIES
- SAP skills :
- Sales Order processing/ Intercompany Purchase Order processing/ Credit note/ Debit note processing/ Sample processing/ Return Order processing/ Purchase Request booking and follow up status
- Download Order list report/Inventory report/Overdue report/Credit limit
- Understand SAP logic and have the ability to find error reason and resolve error in R11
- Co-ordinate with GKAs & plan deliveries on timely manner, meeting customer KPI targets.
- Co-ordinating with sales & logistics function for inventory in warehouse based on sales forecast;
- Co-ordinate with India Accounts team and Overseas Credit Management team for credit risk management and credit blocks for all customers;
- Support the managers for sales forecasting based on stock in warehouse;
- Record offer and offer tracking with sales;
- Sample processing in SAP / Sample Delivery to customers; Coordinating with overseas offices for shipment details, import documentation and provide relevant details to India Logistics department for clearance procedure;
- Follow up with local approved contracted transporters for ensuring smooth deliveries to customers on time;
- Process customer requests/complaints in CRM software;
- Coordinating with logistics function for logistics expenses;
- Gathering data for monthly reports on sales and inventory & generating MIS for BL managers from sources such as SAP, ERP, etc;
- Monitoring receivables, extracting O/S data from SAP, payment/collection follow-up from customers;
- Co-ordinate and support to accounts department for reconciliation of customer’s accounts;
- Handling customer complaints by visiting the customers if required;
- GST reconciliation with accounts department on regular basis;
- Providing marketing and event management support during exhibitions & business events. Co-ordinate with communication function for design of marketing materials as required.
- Act as a backup for allocated colleagues when necessary;
- Preparation of documents as requested in the tenders, coordinate with colleagues from various departments to organize samples etc. liaison with customers/service providers particularly for the e-tender bidding.
- Co-ordinate with customers to obtain monthly forecasts & forward compiled forecast for India Region to the business Manager for review & onward submission to supply chain. Assist in preparation of Monthly reports, customer visit reports, etc.
Education, Certification and/or relevant experience required. - Minimum 08-10 years of relevant experience in customer service is required.
- Must have SAP knowledge & have worked on the relevant module. (SD/MM/R11)