Dy Manager- Customer Service
Our Client-They Are Pharmaceutical Manufacturers
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Position: - Dy Manager- Customer Service
Location: - Hyderabad
Reporting to: AVP– B+H, India
Criteria: -
Any Graduate/ Post Graduate with 8+ years of experience in Customer Experience of which at least 3 years have been in managing a team
Skills:
- Working on SAP/ Analytical skills / Process driven/ People management skills/Problem solving/Conflict resolution/Communication.
- Proven working experience as a Customer Service Manager or Assistant Manager
- Experience in providing customer service support
- Excellent knowledge of management methods and techniques
- Proficiency in English
- Working knowledge of customer service software, databases and Forecast tools
- Awareness of industry’s latest technology trends and applications
- Ability to think strategically and to lead
- Strong client-facing and communication skills
- Advanced troubleshooting and multi-tasking skills
- Customer service orientation
Job Purpose:
To keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.
Main Task:-
- Ensure all customer information and sales orders are processed and maintained correctly,
- Provide support to the sales function by processing the orders from entry into the system with accuracy to capturing the final delivery tracking in coordination with Supply chain, sales personnel.
- Interact with all stakeholders for local and overseas shipment
- The Customer Service Manager will ensure the customers are updated at regular intervals on the delivery status of the shipment..
- Coordinate with Logistic and Warehouse department to ensure the smooth flow of components and finished goods.
- Coordinate with all concerned departments to provide samples, BOM (Bill of Material), and Break Even cost estimation to Sales in order to provide a price quotation proposal prior management
- In charge to follow the inquiries and order for export Customers.
- Address and escalate internally the quality concerns /issues expressed by customers.
- Responsible for all sales reports to be accurate and updated for direct, local, and export sales.
- Final sales report to Finance
- Ensure New material code creations & correct Customer Master data Maintenance
- OTIF consolidation from the team
- Troubleshooter for Sales Order Management (SOM). Open orders status for Reporting
- Monthly SOX audit report adherence with SOX Manager.
- Handling customer Back-End as per assignment of Business/Sales Mgr.
- Responsible for Preparation of delivery notes and Payments follow up.
- Pricing master maintenance and customer master maintenance &Taxes
- Ensure timely final plan and Sharing schedules/dispatch details to customers
- IBP SNOP-BM Review
- Maintaining Revenue Recognition Details (RR)
- Facilitating for Export shipments/documentation related activities.
- Improve customer service experience, create engaged customers and facilitate organic growth
- Take ownership of customers issues and follow problems through to resolution
- Develop service procedures, policies and standards
- Keep accurate records and document customer service actions and discussions. Analyse statistics and compile accurate reports
- Recruit, mentor and develop customer service team and nurture an environment where they can excel through encouragement and empowerment. Apply best practices to areas of improvement
- Adhere to and manage the approved budget.
- Maintain an orderly workflow according to priorities
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To apply for this job, send your resume on pmcplconsultant@gmail.com