Executive - Supply Chain & Logistics (02152019) Mumbai Suburban, India
As the part of Supply Chain and Distribution team, the incumbent will be handling customer service operations, his/her responsibilities will include:
• Processing orders received from customers, generate invoice and provide to CFA’s for physical despatch to customers
• Tracking of order execution lead time and manage internal and external Customer Relationship Management (CRM).
• Processing all types of Credit Notes (CN) and Debit Notes (DN) after obtaining proper approval from Finance
• Banking of cheques received from customers after adjusting open CN / DN
• Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly.
• Manage to provide customer account statement any time with coordination with finance
• Provide quality service and support in a variety of areas including, but not limited to: billing, placing print orders, and system troubleshooting
• Troubleshoot customer issues over the phone.
• Use automated information systems to analyse the customer’s situation
• Maintain a balance between company policy and customer benefit in decision making. Handles issues in the best interest of both customer and company.
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience
• Daily MIS report for Customer Service Level and evaluate the scope of improvement
• Transport Management
Qualification:
Graduate in any discipline
Work Experience:
Should possess at least 1-3 years of experience in Customer Service Department for handling the customers. Should have spent time in managing transactional level work like invoice, Credit Notes, Debit Notes, approvals and workflow management etc.
Skills & Competencies:
Special Skills & Knowledge
• Knowledge of pharmaceutical sector.
• Highly developed sense of integrity and commitment to customer satisfaction
• Demonstrated passion for excellence with respect to treating and caring for customers.
• Ability to communicate clearly and professionally, both verbally and in writing
• Has "thick skin" and is able to handle complaints and unpleasant customers
• Has a pleasant, patient and friendly attitude
• Strong decision making and analytical abilities
• Strong detail orientation and communication/listening skills
• Willingness to work a flexible schedule and occasional overtime when needed
• Possess a strong work ethic and team player mentality
Key Competencies
• Good in SAP
• Good MS Excel, and MS Power Point skills
• Concern for Quality
• Planning & Prioritizing
• Building Expertise
• Drive for Results
• Time bound completion of job