Assistant Manager - Customer Service & Order Management - Manufacturing Firm

Assistant Manager - Customer Service and Order Management

The above position required desired candidate will have following responsibilities:

- Support and execute overall process of customer service & related interfaces with customers including quote processing and order processing, understand customer requirement & expectations and drive fulfillment.

- Drive customer engagement programs & differentiated customer services w.r.t. Focus Accounts, Key Accounts, Platinum accounts etc.

- Implementing business strategies to enhance service reach and effectiveness on a wide range of products, achieve pre-set targets while ensuring accomplishment of business goals.

- Exercise necessary controls w.r.t. backorder hygiene, order completeness, customer promise date, pricing / taxation / related checks etc. Validate/ plug inputs and resolve discrepancies (internal/ external stakeholders) and 100% adherence to Audit related Order Management guidelines

- Visiting Customers- Understanding & resolving issues - 10-15% of the Profile requirement.

- Handling DFS (Direct factory orders) and export orders. For export customers, Quote to delivery process knowledge is mandatory.

- Should have knowledge of Tender enquiries, processing Quotes, PO processing and Onward Customer Service

- CAS (Customer Allegiance Score): Consistently monitoring and achieving CAS Score on monthly basis and devising plans to improve target scores with Projects and actions.

- Updating exceptions on Product Deployment/Customer Deliveries. Highlight all failures/ likely failures & taking timely actions collaboratively to mitigate any further occurrences.

- Review MTO's and Coordinate with Planners for tracking delivery timeline/ status for Non-Stock SKUs.

- Review Costs: Premium Freight Spends (Air/ Cargo), CST Billing and initiate improvement actions.

- Participate in monthly SIOP's and provide inputs and ensure timely actions of closure.

- Communicate and ensure implementation of company strategies across regions for uniformity

Minimum Qualifications / Skills required:

- Minimum Experience of 2-3 years in relevant positions with above required skills and abilities. Chemical or Bioscience Background preferred, with experience in areas such as Value Stream mapping, PPI, Lean, Six-Sigma methodology.

- Digital capabilities like -Data Analytics & Optimization BI Tools knowledge- will be an added advantage.

- Minimum Qualification: Graduate / Post-Graduate/MBA with relevant experience is preferred.

- Should have strong inter-personal skills.

- Innovative and ability to take challenges.

- Extremely good Analytical skills.

- Excellent oral and written communication and coordination skills

- Familiar with SAP ERP operating systems and MS Office

- Will be added advantage if handled Direct Customer /KA's Customer Service from Chemical or Bio Science Industry and driven specific operations projects on Service /Deliverables.