Customer Service Specialist

Position Summary

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.

Principal Responsibilities

1. Individual contributor to OTC: 60% 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)

2. Transformation: 25% 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. Lead: 15% 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

Education / Experience Requirements

•Possession of a Bachelor’s Degree from a recognized college or university with major coursework in Business, Operations Management, or Supply Chain Management.

•Min. 8 years’ experience of progressively responsible experience in demand planning and or supply chain planning.

•Experience implementing supply chain improvement initiatives and experience with SAP is mandatory

•Highly developed organizational skills and attention to detail are required.

Specialized Skills / Other Requirements

•Experience in working on SAP (order management)

•Strong communicator (written and verbal). Multilingual preferred

•Good MS Excel skills

•The candidate must demonstrate a professional and confident manner, excellent communication skills, strategic thinking, strong analytical skills, quality/customer focus and tenacious problem solving skills.