Customer Experience Executive
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Email:pmcplconsultant@gmail.com |cv@pmcpl.com
About Client: A world's largest provider of fleet of steel Intermediate Bulk Containers.
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Position: Customer Experience Executive
Location: Navi Mumbai
Reporting To: Senior Manager-Customer Experience
Criteria: Any Graduate with 2+ years of experience in Customer Executive Profile.
Other Skill:
• Good command over spoken and written English
• Hands on experience of MS excel and outlook
• Strong interpersonal skills
• Good Time Management skills.
• Know-how to prioritize assigned work.
• Good know-how of SAP.
• Good analytical skills and solution driven skills
• Able to work under pressure within set timelines.
• Mature, strong sense of responsibility, positive attitude, multi-tasker and a team player.
Organizational Relationships & Protocol:
INTERNAL LIAISONS: The position requires excellent communication and teamwork with Operations Team, Sales and other departments.
EXTERNAL LIAISONS: The position requires excellent working relationships and networking with potential and existing customers.
Job Purpose:
Team handles customers and our customer’s customers to ensure we understand their requirements completely and deliver accurately. Will be a team player of this growing business and ensure that we have a healthy relation with all our customers.
Key Accountabilities:
• Follow up by sending APO Guidelines to customers in the last week of every month for the FIRM and FORECAST orders for the following months
• Follow up by sending emails to customers on Monday for SC details thereby keeping a close watch of deliveries and corresponding SC’s.
• Timely upload of S.O in the system. Share draft copy of bond with packer with a request for a notarized, stamped, signed bond copy.
• Uploading of SC in the system
• Change date required in case of any changes / delays in dispatch post receipt of email from Ops and/or customer, packer.
• Checking if the SC’s appear in the system.
• Raising a ticket to the Support team if an error is received whilst uploading SC and resolving the issue.
• If there is a new consignee, map it in LIMS in the prescribed format.
• If there is a new customer, prepare the required file and send it to HQ for Partner Function mapping and packer code in the prescribed format.
• If there is a new consignee, prepare the required file and send it to HQ for Partner Function mapping in the prescribed format.
• Close check on RED BAR and maintain the KPI.
• Perform EH clean up in Diamond for all customers and inform the Depot team.
• Share EH reports with customers on a monthly basis.
• Add new customers in Diamond.
• For any new customer on board, prepare Customer Master template and share with the SSC team for Customer code creation.
• Perform Stock Reconciliation of all Packer’s on a monthly basis.
• Share ageing report with consignee’s every Monday.
• Follow up by email and calls for dehires on a daily basis with consignee’s.
• Check if the to be desired quantity is available in LIMS.
• Share load plan with end users for all LTL shipments.
• De-hire the said quantity in system and forward details to Ops for collection or explain GRS Dehire to end users / consignee’s.
• Share Damage PI with customers on a monthly basis
• Share TRACK IT reports with customers.
• Explain the TRACK IT report to customers.
• Explain Customer Portal(CP) and get all customers onboarded to CP.
• Share accrual details with the Finance team on a monthly basis.
• Share vehicle in-transit reports with packers on a daily basis.
• Onboarding – any new customer / consignee or a new joinee at customer end.
• Bond cancellation – follow up with Packers for self bond cancellation documents.
• LIMS - Create new packer, consignee code in LIMS and map it to Nationalised or TI.
• Monitor failure entries in LIMS and take necessary action.
• In case of BOE date expiry, share draft letter and request for letter from customer.
• Follow up with Non-active consignee’s and Undeclared consignee’s.
• Explain the complete process for returning back of Company’s containers in a compliant manner.
To apply for this job, send your resume on pmcplconsultant@gmail.com