CUSTOMER SERVICE Jobs in Bangalore - International Trimmings & Labels India Pvt. Ltd.

CUSTOMER SERVICE

International Trimmings & Labels India Pvt. Ltd.

3+ Years

30000 - 40000 Monthly

Expired

Posted: 06 Apr 18

Job Description

Promote company vision of providing world class customer service through the establishment and enforcement of rules, policies, procedures, “best practices” and continuous improvement ideology.
Train and develop CSE & data entry personnel to be successful in performing day to day tasks, transactions and problem solving. Develop solid and measurable performance objectives, targets and monitor team performance against them. Zero errors in raising work orders by CS / DE.
Create weekly/monthly Key Performance Indicators (KPI) metrics and individual stats to monitor team performance and assist with necessary training.
Any customer related issues in terms of enquiry / deliveries / quality, needs to be attended & resolved with utmost priority. Get the concerned HODs involved to solve in a faster mode.
Address customer complaints within 24 hrs of receipt as follows :
Responding the email within the day
Sending the Rapid Responds Team (RRT) within the day
Personally visit and discuss with the customer if beyond the capacity of the RRT
Monitor outstanding or on-hold orders and CPA reports to ensure concerned staff resolves each accurately and timely.
Ensure that the Lead time is to be maintained as per the Group Policy of maximum 5 to 7 working days.
Monitor and track import of raw materials to avoid unnecessary last minute hassles. Need to liaise with stores dept. to check if all the fast moving raw materials are kept in stock as the re-ordering level set. Deal with sub-contractors for smooth supply chain.
Regularly keep in touch with the Sales team to know the pulse of the customer. Liaise with Sales Director / Area Sales Managers on regular intervals with regards to customer related issues. Work on projections by talking to major customers on regular intervals; based on the projections recd. liaise with Sales team to plan sourcing of raw material.
Follow up for debtors with the team members every week & a report with necessary comments is to be circulated without fail to all the concerned personnel.
Need to be a bridge between CS team & the other departments so that supply chain is not affected.
Resolve escalated calls, complex transactions and critically time sensitive problems with the team.
Liaise with Managing Director / Sales Director / Chief Accountant regarding decisions on shipping, pricing and allocations to maximize positive results.
Reduce courier cost. Getting alternate courier service with 24 hrs delivery to Delhi.
Need to make fair decision in terms of work load by evenly distributing among the team member.