This listing was posted on iSmartRecruit.
Customer Service Lead
Location:
Bengaluru
Description:
The position is responsible for engaging with customers, sales and marketing teams and ensuring timely order processing, payment requests etc. This position will also work closely with internal teams like logistics, WH for order processing status, prioritization, troubleshooting. This role will act as a control tower of the complete OTC process and provide timely reports, status to supply chain team and commercial leaders. This role will also lead in transformation of the customer service team and implementation of digitization in the OTC process. KEY RESPONSIBILITES: Key responsibilities will include the following: 1. Lead: 30% of the time a. On time KPIs for self and team b. Process milestone reporting and improvement actions c. Work on development plans for self and team d. Lead in training of new process changes, follow up on implementations, and sustenance e. Collaborate with sales leaders for consolidated feedback and identifying new opportunities to improve f. Oversee on time completion of activities of customer service team 2. Transformation: 30% of the time a. Work on new initiatives to improve customer engagement, feedback and satisfaction (Automation/ analytics etc) b. Will drive customer feedback initiatives, collect and derive actions out of the feedback c. Support implementation of new digital innovations (RPA/ Automation/ ordering system implementation) d. Will support transformation of the customer service team to a control tower approach owning the OTC processes 3. Individual contributor to OTC: 40% of the time a. Order entry, orders realignment as per OTC policy and order cancellation b. Provide PI for payment, follow up for payment c. Get credit clearance from finance d. Follow up with logistics for dispatch e. Get dispatch details and share with sales and customers f. Support in process standardization and SOP creation g. Act as backup of other CSEs in case of leaves or emergencies h. Provide business intelligence (daily sales reports, backorder reports, process timelines) to relevant stakeholders i. Engage with customers on multiple platforms (F2F, digital, virtual) and provide solutions to business problems after interacting with relevant internal functional stakeholders (Finance, Sales, Marketing, RA, QA, others) KEY RELATIONSHIPS / INTERFACES • Country Supply Chain team • IT team and Global Service desk • Sales, Marketing, Finance Team • HO Support functions • Supply Chain functions in the region • Digital supply chain team ESSENTIAL SKILLS / EXPERIENCE • Experience in working on SAP (order management) • Strong communicator (written and verbal). Multilingual preferred • Good MS Excel skills BEHAVIOURS / VALUES • Flexible and adaptable • Able to work on own initiative with minimum supervision • Able to work in High Volume pressure • Demonstrates Service Oriented attitude • Can do Attitude • Good Problem Solving capability
Posted:
November 2 2023 on iSmartRecruit
Visit Our Partner Website
This listing was posted on another website. Click here to open: Go to iSmartRecruit
Important Safety Tips
- Always meet the employer in person.
- Avoid sharing sensitive personal and financial information.
- Avoid employment offers that require a deposit or investment.
To learn more, visit the Safety Center or click here to report this listing.
More About this Listing: Customer Service Lead
Customer Service Lead is a Customer Service Customer Service Representative Job located in India. Find other listings like Customer Service Lead by searching Oodle for Customer Service Customer Service Representative Jobs.
Customer Service Lead is a Customer Service Customer Service Representative Job located in India. Find other listings like Customer Service Lead by searching Oodle for Customer Service Customer Service Representative Jobs.