Customer Service & Sales Support

Job Objective:

• Provide varying degrees of support and enhance the lines of communication between the organization and customer to ensure customer satisfaction

Responsibilities:

• Receiving and acknowledge the order, process the order through SAP system.
• Monitor the shipments and inform customer about delivery schedules on week basis
• Arrange the samples for new customers and maintain the stock of samples as per required stock level. 
• Follow up with back office to ensure to get shades and artwork development and forward to respective customer and get approval and maintain customer wise record
• Fill out customer complaint form and completely close the complaint. (Receive RA Form, physical material, disposition plan)
• Filling out the New Product Development form for all Sales Managers and forward to back office for composition and shade development.
• Provide shipment documents like Invoice, packing list and COA to customer.
• Coordinate with logistics and update the delivery schedule once it arrives in US
• Provide the container documents to warehouse and broker
• Manage smaller accounts which give repeat business (less than 10 Mn capsules sales per year)
• Managing incoming calls from Customers
• Make outgoing calls to confirm leads from Marketing
• Manage lead generation from existing customers
• Preparation of pricing documentation for repeat orders from Customers

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
• Follow communication procedures, guidelines and policies

Key Result Areas

• Customer Effort Score (CES)
• Timely closure of customer queries & complaints
• Strike rate conversion (through shade, artwork & samples) – plan vs actual
• On time dispatch for orders
• Inside Sales Budget (Plan versus actual)

Key Interfaces

• Sales (Regional, Zonal & TICs)
• Supply Chain Management (Central Planning, Logistics, Procurement, Plant level SCM)
• Quality & Regulatory Affairs (incl. Shade Development)
• Metalcrafts (for artwork)
• Product Management
• Operations
• Marketing
• Customers, Warehouse and Transporters

Requirements:

Level of Education

• Graduate

Experience

• 2 to 4 years in sales support
• B2B sales support