Assistant Manager - Customer Service

Job Description Form

Job Role : Customer Service - MEA (Delivery Management Customer Facing )

Departments : MEA

Job Code

Location : Mumbai

Reports To : Lead - Customer Service (Delivery Management Customer Facing - MEA)

Key Stakeholders (Option depending upon the role) : Frequency (Occasional / Frequent / Continuous)

1 : Job Purpose Statement (Summarize in one / two statements why this job exists, and the contribution makes to the overall business of the company).

To maintain Order to Cash flow in accordance to our rules and regulations. Becoming 'One point of Contact' for all requirements of customer.

2 : Organisational Relationship (Provide an organisational chart which illustrates the role structure above and below and parallel to this position).

3 : Duties & Responsibilities (List in the order of importance the duties & responsibilities of this job)

Decision Making Authority (This will be for every job allocated to the individual)

Refer to the Decision making box for detail information

• Daily Activities
• Pending Customer / Desk manager revertals on queries and issues : All mails to be replied within 1 working day. Wherever time required for exact response is higher, reply back stating the reason and expected time.
• Review dispatch planning reports and check on-hold containers for respective customers, follow up for release with concerned person. Explore possibility of planning additional containers with dispatch planners
• Cross check all customer details in dispatch planning report to ensure there are no wrong details sent to factory
• Co-ordinate for new order receipts and confirmation, ensure timely confirmation within 2 working days.
• Check all related order details at time of confirmation, Send dummy invoices wherever applicable
• Ensure documentation of shipments is sent on time, if not received on time, follow up for same
• Wherever final documents are held for payments, follow up for payments to be made
• Review loading lists and forward to customer / desk managers.
• Co-ordinate for filler requirements wherever containers are ready for shipments but held up for small quantity – User customer level sale specific free stock circulated by dispatch planners
• Daily check with all overseas counterparts (Desk Managers) for any pending issues missed
• Escalate matters wherever necessary at right time
• Weekly Activities
• Send Backorder details to customers AND / OR Desk Managers in 3 categories : Overdue, Current,
• Future
• Send free stock to customers AND / OR Desk Managers. Free stock needs to be as per customer sales
• history to enable them place orders as per their requirement
• Concall with respective Desk Managers. Send List of points to be discussed before the call (preferably
• One day prior) along with status of action items discussed in previous call. After call send the Minutes of meeting with action items, timelines and person(s) responsible
• Updating customers / desk managers with shipment tracker showing shipment made in last week and plan for next week
• Follow up with production planning team in case of critical sizes awaited from production which are delaying shipments
• Review on time Delivery (OTD) score of respective customers and analyses cases for low scores. Follow up for dispatches due next week to ensure on time Delivery.
• Update customer complaints data with new complaints, progress on previously received complaints
• Monthly Activities
• Review Backorder status and check for overdue and critical orders before month production plan is released. Also suggest priority for production in case of critical items
• Event Based
• Pricing changes
• Any co-ordination required for new customers or process change for existing customers
• Seasonal orders / Special orders tracking

Schedule A

4 : Key Result Areas (List the key deliverables that quantify successful performance in the role).

5 : Decision Making Authority (For each decision type define if the action involves below mentioned categories :

Schedule A : Execution

Schedule B : Follow SOP / policy for decision to be made. (Moderate to Complex decision making)

Schedule C : Decide within approval limits) Complex / tactical / strategic decision making impacting the outcome

Educational Qualification

Skills

Skills & Knowledge

Competencies

Behavioral

Work Experience

Functional

Skills Required

Customer Service, Pivot, Excel, Macros, Vlookup