Customer Service Lead

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

Lead: 30% of the time

• On time KPIs for self and team
• Process milestone reporting and improvement actions
• Work on development plans for self and team
• Lead in training of new process changes, follow up on implementations, and sustenance
• Collaborate with sales leaders for consolidated feedback and identifying new opportunities to improve
• Oversee on time completion of activities of customer service team

Transformation: 30% of the time

• Work on new initiatives to improve customer engagement, feedback and satisfaction (Automation/ analytics etc)
• Will drive customer feedback initiatives, collect and derive actions out of the feedback
• Support implementation of new digital innovations (RPA/ Automation/ ordering system implementation)
• Will support transformation of the customer service team to a control tower approach owning the OTC processes

Individual contributor to OTC: 40% of the time

• Order entry, orders realignment as per OTC policy and order cancellation
• Provide PI for payment, follow up for payment
• Get credit clearance from finance
• Follow up with logistics for dispatch
• Get dispatch details and share with sales and customers
• Support in process standardization and SOP creation
• Act as backup of other CSEs in case of leaves or emergencies
• Provide business intelligence (daily sales reports, backorder reports, process timelines) to relevant stakeholder

Education / Experience Requirements

• 15 years of related Business Experience
• Bachelor’s degree in a technical field or Certified Supply Chain Professional
• Knowledge of demand forecasting and supply chain planning.
• Strong quantitative, analytical and problem solving skills.
• Experience in SAP desirable
• Strong experience/knowledge in Database Management especially MS Excel.
• Strong project management skills and ability to drive projects.
• Attention to detail and accuracy – essential.

Specialized Skills / Other Requirements

• Experience in working on SAP (order management)
• Strong communicator (written and verbal). Multilingual preferred
• Good MS Excel skills
• 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