Executive - Customer Service (3-8 yrs)

SKF India Limited

Reports to : Team Leader - Customer Service

1. 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.

• Bachelor's from a recognized university
• Knowledge about Order Management/Supply Chain concepts/Factory planning/Warehouse and Transportation procedures
• Minimum Experience of 3 years require with core responsibility of Customer Service

• Ensure efficient and accurate handling of customer orders/queries/schedules based on the contract entered in the system
• Ensure Daily Order management
• 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
• Ensure Prompt response to Customers in case of complaint received from customer end about product, price, etc.
• Responsible for generating MIS reports including weekly, monthly sales report, sales budget compilation (once a year), GMS forecast (quarterly) and other misc. inputs for reporting from time to time
• Provide COH support
• Monitor the progress and complete execution of an order
• Support with needful information and data to supply chain planner in the event of shortages and use supply chain resource effectively to support customer business efficiency
• Report deviation of delivery to customer
• Necessitate improvement actions to reduce administrative errors in conjunction with the responsible departments
• Support the sales managers and engineers within the business units in relation to customer requirements, systems usage, etc.
• Handle Enquiries from IREPS and Direct OEM customer and provide support to sales to participate in tenders.
• Follow-up with various agencies such as finished product stores, transport department transporters, etc for on timely deliveries.
• Follow-up with Manufacturing unit overseas and domestic for stock and Documentation.
• Create and update new customer master and Product Master.

• Sales Engineers
• Area Sales Managers
• Direct Sales Head
• Business Unit Head
• Customers
• Warehouse
• Finance Team