Assistant Manager Customer Experience
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Email: pmcplconsultant@gmail.com | cv@pmcpl.com
About Client: MNC- Intermediate Bulk Containers
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Position : Assistant Manager-Customer Experience
Location : Navi Mumbai
Reports To: Senior Manager, Customer Experience
Criteria : Any Graduate with 5+ years of experience in customer Service
Key Skills
- Good command of spoken and written English.
- Hands-on experience with MS Excel and Outlook.
- Knowledge of working in Salesforce and possessing an analytical mind.
- Strong interpersonal skills.
- Good time management skills and know-how to prioritize assigned work.
- Good know-how of SAP.
- Solution-driven skills.
- Ability to work under pressure within set timelines.
Job Summary
Responsible for handling customers and end customers (consignees) to ensure their requirements are fully understood and accurately delivered. Acts as a team player in this growing business while maintaining strong and healthy relationships with all customers.
Organizational Relationships & Protocol
Internal Liaisons: The position requires excellent communication and teamwork with the Operations Team, Sales, and other departments.
External Liaisons: The position requires excellent working relationships and networking with potential and existing customers.
Key Accountabilities:
Order & Shipment Management
- Follow up by sending emails to customers in the last week of every month for FIRM and FORECAST orders for the following months.
- Timely upload of Sales Orders in the system. Share draft copy of bond with the packer with a request for a notarized, stamped, signed bond copy for TI (Temporary Import) shipments.
- Upload Shipment Confirmations (SC) in the system.
- Follow up by sending emails to customers on Mondays for SC details, keeping a close watch on deliveries and corresponding SCs.
- Check if SCs appear in the system.
- Change Sales Order dates if there are any changes or delays in dispatch following receipt of email from Operations, the customer, or the packer.
Reporting & Reconciliation
- Analyze RED BAR data closely and maintain the KPI.
- Perform Extended Hire (EH) clean-up in Diamond for all customers and inform the Depot team.
- Share EH reports with customers on a monthly basis.
- Perform Stock Reconciliation for all packers and end users.
- Share ageing reports with consignees every Monday.
- Share Damage PI with customers on a monthly basis.
Customer Engagement & Onboarding
- Conduct onboarding for customers and end users.
- Follow up by email and calls for dehires on a daily basis with consignees.
To apply for this job, send your resume on pmcplconsultant@gmail.com