Key Purpose of the Job

To ensure deployment of customer order handling (COH) processes and be the front-end contact for customer requirement delivery for achieving customer satisfaction.

B) Profile of the Job Holder

- Minimum 7 years of strong experience in any of the areas of Customer Service, Sales or Supply chain

- Candidates must preferably have Bachelor's Degree.

- A strong process orientation with prior experience in process improvement projects and initiatives

- High level of proficiency with existing systems and processes. Know how of SAP.

- Excellent verbal and written communication skills, networking and influencing skills with internal and external stakeholders.

C) Key Responsibilities

- Tracking all registered orders and updating the customer about the status. Provide COH support

- Ensure efficient and accurate handling of customer orders/queries/schedules based on the contract entered in the system

- Monitor the progress and complete execution of an order

- Follow-up with planning, engineering, production & logistics and ensure on-time delivery of orders of the assigned region. Report deviation of delivery to customer

- Necessitate improvement actions to reduce administrative errors in conjunction with the responsible departments

- Track the payment collection of the assigned region.

- Order review as per contract in the system and customer claims settlement as per justification received

- Acknowledge orders received through order acknowledgements, queries, order status reports

- Handle quotations and provide support to sales

- Follow-up with various agencies such as finished product stores, transport department transporters, etc for on time deliveries

- Create and update new customer master

- To handle customer complaints and collect customer voice.

- Provide Value Added Service solution according to customer's specific requirements, deep dive the root cause to provide better solution which may exceed customer's expectation.

- Accountable for their own customer and distributor portfolio

- Improve customer experience using various digital, automated and innovative solutions.

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