Customer Service Manager
Cargill India Pvt Ltd
1d ago
source : Hireejobs

Position Purpose Summary Leads and provides direction to Customer Service and order Management team consist of supervisors coordinators and indirect staff and oversees customer service activities across a regional operation Leads advises and makes decisions on all major customer service activities for the General Trade Business These activities include customer service operations process development planning execution customer interaction business partnership systems data management reporting and people talent budget management Principal Accountabilities CUSTOMER SERVICE OPERATIONS 40 Determine customer service operational strategy by conducting need assessment performance review capacity planning and cost benefit analysis Manages and contributes to definition of improvement projects and commitments requiring an extensive understanding of customer service practices and procedures for a mediumsize team of customer service representatives and or supervisors Manages all aspects of customer service activities for a regional operation in General Trade For example Sales order processing scheduling amendments and cancellations Responsible to establish and refine delivery process to ensure order fulfillment Maintain and improve delivery operation by monitoring system performance identifying and resolving customer service issues Creation of credit debit notes for customers clients Customer complaints and followup Issues involving invoices or payments Evaluates internal external benchmark reports and activities and develops an organizational roadmap to accommodate it Provides management oversight and direction to the monitoring and tracking of standard order leadtime Create and own customer service metrices e g OTIF Fill Rate PROCESS DEVELOPMENT PLANNING EXECUTION 30 Uses deep knowledge of customer service practices and procedures to develop and implement mediumlong term customer service strategies for a mediumlarge customer base Develops and provides guidance to the development of demand planning strategies with mediumlong term outlook Develops and designs customer account plans CUSTOMER INTERACTION BUSINESS PARTNERSHIP 30 Manages communication with customers regarding order status sales forecast invoices contract balances and other pertinent information needed to complete the sale Manages relationships with supply chain planning plant operations finance transportation logistics and sales departments to fulfill more complex orders resolve any scheduling challenges and sustain key supply chain model inputs Collaborates with peers in other functions and or externally i e customers Develops and manages the development of the overall process for customer complaint management Guides and coaches team members on positive interaction with customers ensuring all customer requirements and expectations are being met Provides leadership and direction to more junior members of the team on utilization of communication and language skills with customers Contributes to and may occasionally lead crossfunctional teams to evaluate recommend and implement common work processes Minimum Required Qualifications Graduate in Business Operations Management 23 years experience in managing Customer Service and Delivery Management Strong facilitation skills are a must Strong communication skills Strong analytical background with a sound understanding of statistics Excellent organizational skills high degree of planning and attention to detail Process driven documents and maintain policies procedures and key measures Preferred Qualifications This position would be handling customer service organization for the business for a set of regions for General Trade Business The growth opportunity is vertical as well as horizontal by rising up the hierarchy in similar domain or by moving across different domains of SCM

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