KEY RESPONSIBILITIES

• Set clear objectives and actively monitor team performance, fostering engagement and teamwork- 
• Track and improve customer service KPIs, developing action plans to exceed targets- 
• Oversee CSR activities, including customer communications, order status, product availability, and financial close processes- 
• Ensure clear and professional communication with both internal teams and customers- 
• Maintain compliance with internal procedures while enhancing the customer experience- 
• Act as a liaison between customers, sales managers, and internal stakeholders, ensuring quick responses- 
• Monitor daily order activity and coordinate with logistics to resolve delivery issues- 
• Provide exceptional customer service, managing difficult customers when necessary- 
• Expertly use SAP and understand its impact on other systems- 
• Innovate solutions based on product, customer, and market knowledge- 
• Manage customer complaints and resolve them in a timely manner- 
• Provide pricing, availability, and scheduling information within established guidelines- 
• Support master data accuracy and manage pricing roles as needed- 
• Ensure audit requests are satisfied during the annual financial audit process- 
• Offer support to customer service representatives and back them up when necessary- 
• Demonstrate problem-solving skills and adaptability in a dynamic environment- 
• Have a solid understanding of INCOTERMS, payment terms, and banking documentation- 
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• QUALIFICATIONS, EXPERIENCE, & SKILLS

  Minimum Qualification and Experience

              University degree

             Exposure in Customer service role preferred

   

  Job Specific Skills

              Excellent communication & problem solving skills

             Ability to work under pressure

              Skills in MS reporting tools like Excel, PowerPoint etc