CSR Lead - NJ

Our client is the world’s only integrated pharma manufacturing solutions company. Capsules + Films & Foils + Engineering + Inspection and Track & Trace systems, they do it all. They have a presence in over 100 countries with its products and services, employing more than 3,200 members that strive to provide world-class technology across multiple domains. They offer a complete range of solutions beginning with empty capsules; granulation and tablet coating; capsule filling; tabletting; packaging films; blister packing and carton packing to the end-of-line solutions and track and trace systems.

Responsibilities:

Strategic and planning:

• Monitor and prepare the budgets for Inside sales considering the current state of repeat business.

Functional Core:

• Reviews pro-forma invoices / quotations / etc that are prepared by CSR for conversion of sales orders.
• Monitors timely booking and error free recording of sales order as per the timelines defined in the SOP.
• Track customer complaints from the system and ensure resolution of the same on the timely basis
• Reviews customer complaints/queries on a regular basis and manages escalations to ensure closure of complaints/queries.
• Leads and coordinates with various departments (Supply Chain Management, Q&RA, Operations) to ensure timely completion of orders in cases where there are delays/escalations
• Supports Inside Sales in achieving the defined sales targets.
• Coordinate with IT to ensure updating of SAP database including Customer Master, Product Master, system improvisation for ease of operations and error free transactions etc.
• Monitors the strike rate of shades, artwork & machine trial samples to examine & analyse the business trend and provide insights for increasing the conversion to TICs

Internal process:

• Ensure timely preparation & submission of reports as required by internal stakeholders
• Conducts internal audits and ensures compliance to defined SOPs as per Q&RA norms
• Identify & assess customer’s needs to achieve satisfaction
• Visit key customers along with TICs to maintain customer relationship

People development:

• Take overall responsibility for people development initiatives and building up in-house capabilities for the associates within the department
• Drive a performance driven culture in the team by timely monitoring, review of performance parameters and feedback to the team members
• Contribute towards development of talent for the department by providing subordinates with adequate exposure and growth opportunities to enable readiness for higher roles
• Actively participate in HR initiatives to drive overall employee engagement and motivation

Requirements:

Level of Education

• Graduate
• Business Administration / International Trade

Experience:

• 6 to 8 years