Customer Service Executive

JOB SCOPE/DIMENSIONS

This position will take care of the coordination activity for the materials to be shipped or dispatched from Nadiad and Mundra Locations.

The scope of this position covers:

• Business Channels: Local Businesses (from local production sites and/or local warehouses - imported products and local external supplier) 

• Liaison with Customers, Sales, Operations, Finance and Logistics teams and local agents / distributors

• Using CRM to update and prepare data for shipped related information. 

• Sample dispatch to customers/clients based on the requirement and coordinate the entire activity to execute. 

• Prepare G-sheet & presentation to update and track the dispatch movements and open order status.

KEY TASKS AND RESPONSIBILITIES

Order process management 

• Punch in the customers' orders into the local ERP system  and validate the order context according to internal / external customer’s requirements and Source Plant’s capability. Follow Service Level Agreements (SLAs).

• Encode order with delivery date and liaise with Source Plant’s logistic coordinator to organize delivery

• Communicate with internal / external customer on delivery dates and adjustments

• Support in credit application, credit release application, credit note / debit note request if needed.

Containers movement tracking

• Closely monitor the containers’ movement until the containers arrive at the destination.

• For the export goods shall be tracking the goods will reach to destinations.  

Billing

• Timely processing of  invoices for customer orders (Tax invoices might be issues by Finance department)

• Input data in ERP

• Review data and correct discrepancies as needed (e.g. ordered quantity vs. shipped quantity)

• Maintain customer invoice files for archive in customer files (electronic or non electronic)

• Manage billing process and participate in ERP implementation as needed

Customer communication

• Be the single point of contact for allocated customers on all information requests, complaints, etc.

• Directly collect information and communicate to customer when possible (e.g. shipment tracking)

• Liaise with "complaints, samples & regulatory coordinator" for requests requiring task allocation and follow-up with other functions (e.g. operations)

Customer requests coordination (not directly answered by Customer Service)

• Collect customer requests requiring task allocation and register in CRM. Follow-up with other functions from Customer Service (e.g. complaints, samples, regulatory questionnaire)

• Communicate back to Customer Service for customer information

• Follow-up on tasks allocated with relevant functions until it’s closed (e.g. following up on samples sent-out from plants, complaint status, sample status and regulatory questionnaire … etc)

Liasioning with external agencies like Shipping Agency and Banks for smooth functioning if needed

This position may require 5% travel involved

JOB SPECIFICATIONS

Education: 

• Bachelor’s degree or above

Typical Profile:

• Customer Service Executive

• Customer oriented profile with previous Sales/Sales Admin exposure

Experience: 

• 5-8  years of experience in customer service with knowledge in manufacturing.

• Hands-on experience in Business Transfer and International Trade as well as Letter of Credit handling, incoterm, etc.. 

• Proven experience in a CRM program is an advantage. 

• Experience in handling complaint from customers and solving complex client situations is an advantage 

• Deep knowledge of customer journey improvement to drive customer centricity 

Languages:

• Proficient in English. 

• Fluent in the language(s) of the customers and CS team members of the Region is an advantage (Hindi, Gujarati) 

Knowledge, skills, abilities and other characteristics

IMERYS SOFT SKILLS: 

• Integrity

• Adaptability

• Rigour

• Committed

• Good interpersonal and communication skills

• Problem solving skills

• Team Spirit and collaboration

• Result oriented

• Project management skills to seek for continuous improvement

• Analytical skills

SPECIFIC JOB SKILLS:

• Experience of CRM system (i.e.: SalesForce) and ERP system (i.e.: Accpac/IFS/JDE/SAP) and familiar with Google Suite (Google Slides, Google Sheets, Google Docs, etc...)