JOB TITLE : CUSTOMER SERVICE REPRESENTATIVE

REPORTS TO : TEAM LEADER

A) Key Purpose of the Job To ensure deployment of customer order handling (COH) processes and be the front-end contact for customer requirement delivery for achieving customer satisfaction.

B) Profile of the Job Holder

Minimum 5 years of strong experience in any of the areas of Customer Service, Sales or Supply chain.

Candidates must preferably have Engineering bachelors degree.

A robust process orientation with prior experience in process improvement projects and initiatives.

High level of proficiency with existing systems and processes. Know-how of SAP.

Excellent verbal and written communication skills, networking and influencing skills with internal and external stakeholders.

C) Key Responsibilities

Tracking all registered orders and updating the customer about the status. Provide COH (customer order handling) support.

Ensure efficient and accurate handling of customer orders/queries/schedules based on the contract entered in the system.

Monitor the progress and complete execution of an order.

Follow-up with planning, engineering, production & logistics and ensure on-time delivery of orders of the assigned region. Report deviation of delivery to customer.

Necessitate improvement actions to reduce administrative errors in conjunction with the responsible departments.

Track the payment collection of the assigned region.

Order review as per contract in the system and customer claims settlement as per justification received.

Acknowledge orders received through order acknowledgements, queries, order status reports.

Handle quotations and provide support to sales.

Follow-up with various agencies such as finished product stores, transport department transporters, etc for on time deliveries.





Create and update new customer master.

To handle customer complaints and collect customer voice.

Provide Value Added Service solution according to customers specific requirements, deep dive the root cause to provide better solution which may exceed customers expectation.

Accountable for their own customer and distributor portfolio.

Improve customer experience using various digital, automated and innovative solutions.

Interface with internal customers for problem-solving.

Lead initiatives to improve CS processes and performance.

Participate in team meetings and improvement projects.

Train and provide operational support on CS matters to team members.

Ensure up-to-date work process and procedure documentation for CS.

D) Key Interfaces

Customers / Distributors

Controlling

Application Engineering

Factory Supply chain organization

SKF Logistics Services

Central Finance

Area Sales Managers

Direct Sales Head

Business Unit Head

E) KPIs

TAT Response to customer.

Order management on time delivery.

Customer Complaint Handling

Meet business targets and nos

Deployment of tools & Processes

F) Competencies

Experience in handling key & critical customers accounts and business units (end to end)

Knowledge of commercials, processes, supply chain, import, exports, forecasting, MIS etc.

Stakeholders Management & Collaborative approach

Problem Solving

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Role: Operations - Other, Industry Type: Recruitment / Staffing, Department: Customer Success, Service & Operations, Employment Type: Full Time, Permanent Role Category: Operations Education UG: Any Graduate Key Skills Skills highlighted with ‘‘ are preferred keyskills Order to Cash Order ProcessingSAPOrder ManagementSales OrderQuote to CashPurchase Order

📌 Order Management Executive (Pune)
🏢 Genius Consultants
📍 Pune