Gilbarco Veeder-Root - Customer Service Manager - Sales Support - Fuel Dispensers

POSITION DESCRIPTION STATEMENT (PDS):

Gilbarco Veeder-Root, a subsidiary of the Danaher Corporation, is a supplier of fuel dispensers, point of sale systems, payment systems, forecourt merchandising and support services. The company's headquarters is in Greensboro, North Carolina, United States and employs approximately 4,000 people around the world, with sales, manufacturing, research, development, and service locations in North and South America, Europe, Asia, the Pacific Rim and Australia.

Regional offices are located throughout the US and Canada, and in the United Kingdom, Italy, France, Germany, The Netherlands, Malaysia, Thailand, China, Bahrain, Korea, Australia, New Zealand, India, Brazil and Argentina.

The company's manufacturing and development facilities are located in Greensboro, and in Simsbury, Connecticut, Altoona, Pennsylvania, Lakewood, Colorado and Davenport, Iowa. International manufacturing and development locations include the United Kingdom, Italy, Germany, India, China and Brazil.

TITLE: Manager - Customer Service

REPORTS TO: TBD

Purpose of Position:

Responsible for managing orders from global customers for Frontier brand dispensers from India. This position will contribute to establish & maintain best practices in order acceptance to delivery for export customers buying Frontier Brand dispensers Ex works Coimbatore. The objective is to continuously improve Internal & External customer satisfaction levels through best order management service.

Key Responsibilities:

- Full accountability for the contract to delivery customer service interface

- Receive Orders, manage order acknowledgments, get orders techno-commercially cleared for dispatch.

- Keep sales teams / customers informed about order status / dispatches.

- Manage standard quotes for spares.

- Manage shipments / payments.

- Accountable for managing change requests from the customer within business rules.

- Participate in PSI process lead by factory for order based inventory needs to ensure 4 weeks lead time.

- Participate in Sales Forecasting process with regional teams across the globe.

- Coordinate with Coimbatore operations teams for order planning & dispatches.

- Manage financial documentations required for the shipments

- Manage post shipment documentation.

- Maintain invoicing / payment records to the supplier.

- Act as a liaison/partner between the Sales Team and other internal customers.

- Remain knowledgeable of key processes, business initiatives and internal resources in order to assist the sales team and recruitment in accomplishing company goals.

- Accountable for providing high customer service levels and develop strong customer relationships, promoting an ongoing improvement

- Monitor customer satisfaction levels periodically around the order management & help improve the index on a continuous basis.

- Participate with Dispenser GPM team in creating & maintaining sales history and analyzing export trends.

- Responsible for receiving and validating complaints from Customer and ensuring that compliant resolutions are tracked in CRM, escalated and reviewed before handing back to the customer

- Seamlessly coordinate with product support team to ensure customer defects are appropriately managed and solved through CDTR process

Relationships :

Reports to:

- Regional Sales Teams / customers across the globe for order status.

- Planning/Production/Logistics team in Coimbatore works.

- Coordination with suppliers for order based customization needs if any

- Coordination with production planning & operations for dispatch planning.

Measures of Performance:

- Global Frontier Revenue.

- Order Acceptance in less than 48 hours

- Customer Satisfaction Index (NPS) - Internal & External.

- Overall coordination depth with multiple stakeholders in managing order inflow & shipments.

- Order input cycle - from order receipt to dispatch of goods.

- Response to customers - speed, accuracy & completeness.

Background and Skill:

- At least 5-6 years experience in sales operations. Skills around global order management, Introduction to inventory planning are preferable. General administrative skills would be added advantage

- At least 2 - 3 years of exposure in managing customer service globally

- Has experience in setting up customer service teams and processes

- Demonstrated managerial ability in challenging roles.

- Has experience working with across global regions (SEA/MEA/SSA) in a customer facing role

- Result orientation.

- Customer service focus.

Personal Trait Profile:

- Strong general administrative skills.

- Result-orientation.

- Managing team and planning & organizing for producing desired output.

- Strong verbal & written communication ability.

- Does what it takes with a sense of urgency

- Works independently toward continuous improvement