Associate Manager- Customer Services & Sales Operations

Location : Mohali

City : Mohali

State : Punjab (IN-PB)

Country : India (IN)

Requisition Number : 42684

Job Description

Business Title

Global Job Title

Global Function

Business Services

Global Department

Customer Services(DEPBBS2)

Organizational Level

Reporting to

Size of team reporting in and type

Role Purpose Statement

Will be responsible for full operational control and end-to-end contract entry order management activities managing Salesforce Admin process & activities (India & EMEA) India SFA & DMS Project & preparing BRDs documentation (SOPs). Candidate will be responsible for People management encompassing the end-to-end processes of talent acquisition talent optimization and talent retention while providing continued support for the business and guidance for the employees of an organization.

Able to champion the workload distribution to efficiently deliver the Global KPIs of Customer Service COE. This role requires end to end visibility of Commodity value chains to holistically define / change the operation model as and when required.

Main Accountabilities

1. Team Management :

a. Monitor Daily contract entry and issuance meet Global KPIs across all value chains on a daily basis.

b. Ability to impart domain knowledge to the team to build a pool of subject matter experts (SMEs).

c. Handle and resolve critical issues and propose solutions.

d. Provide support in process transitions and work on process stabilization have well defined control process SOPs and KPIs.

e. Lead and provide guidance to the team to effectively communicate and handle all day-to-day operational related activities with various stakeholders.

f. Handle succession planning identify training needs and work on resource development to build a self-reliant and efficient team.

g. Monitor team performance to ensure that customer issues concerns and questions are resolved promptly and professionally.

h. Act as an escalation point for complex customer issues that require higher-level intervention or strategic problem-solving.

i. Accountable for tracking performance and driving best in class KPIs.

j. Perform Month End Checks for Team and ensure accounting queries are resolved within the agreed deadline

k. Work in coherence to achieve self and team goals.

2. Additional responsibilities :

a. Analyze large sets of data & prepare monthly reports and scorecards.

b. Manage work allocation and leaves plan of the team.

c. Ensuring SOX and other statutory requirements are met and clean audit reports.

d. Ensuring close coordination with team to have smooth closure of month end activities.

e. Identify and propose ways of process improvement as per Industry leading practices.

f. Handle exceptions generated perform root cause analysis to resolve current issues and act proactively to avert potential issues in future

g. Provide guidance and support to the team knowledge sharing and best practices for talent optimization and retention.

h. Ensuring GIA & Salesforce user access Audit completed on time.

i. Monitoring and tracking ongoing activities of issue logs after analysing the problems and escalate to designated team (Vendor Bunge IT) if needed.

j. Providing regular training to empower business users & drive Usage of Salesforce features.

k. Review & manage Business requirement document for all new & existing requirements / projects / enhancemets tracking end to end progress performing required testing and UAT before it is available to users / customers.

3. Financial Literacy :

a. Good understanding of Order to Cash vertical Order management Billing Credit & Compliance Cash Application Collections Disputes management Controls adherence and period end closing & reporting.

b. Lead / identify projects Lean or Six Sigma projects aimed for process improvements / automations

Knowledge and Skills

Behavior

Improve Bunges outcomes by making data-driven decisions keeping the customer at the forefront of all they do and proactively gaining insight into the global strategy.

Collaborate effectively communicate with others and take initiative to continually develop themselves.

Pursue opportunities to solve problems and take action while maintaining the ability to manage work even in times of challenge or change.

Technical

Relevant experience in Customer Service Order to Cash Salesforce Admin & Data Analytics / Management.

Ability to work independently efficiently and deliver high quality output under time pressure

Experience in managing people and processes through a sustained period of change

Strong written & oral communications skills in English.

Computer proficient and competency in Microsoft Office (Word PowerPoint Excel Outlook).

Fair understanding of BI / Reporting tools like Power BI Tableau SharePoint & Power Automat.

Should have good analytical capability data representation skills & ability to spot patterns.

Experience in working as Global Salesforce Admin & should have good data Analytics / reporting Knowledge.

Experience drafting documentation SOPs creating process flow charts etc.

Experience in working with SAP system.

Education & Experience

Regular or equivalent masters degree from a recognized institution

10 12 minimum years of experience in managing service delivery for order to cash functions Customer Service Data CRM Management & Experience of Commodity / FMCG will be an added advantage

Excellent computer skills and competency in Microsoft Office (Word PowerPoint Excel Outlook)

Experience working in a similar Shared Services Centre setup a distinct advantage

Strong Customer Service Salesforce Admin OTC domain expertise (end to end OTC function) Critical Thinking & Data management Skills

Lean or Six Sigma Methodology Project Management Stakeholder Management and People management skills

Bunge (NYSE : BG) is a world leader in sourcing processing and supplying oilseed and grain products and ingredients. Founded in 1818 Bunges expansive network feeds and fuels a growing world creating sustainable products and opportunities for more than 70000 farmers and the consumers they serve across the globe. The company is headquartered in St. Louis Missouri and has 25000 employees worldwide who stand behind more than 350 port terminals oilseed processing plants grain facilities and food and ingredient production and packaging facilities around the world.

Bunge is an Equal Opportunity Employer. Veterans / Disabled

Required Experience :

Manager

Key Skills

Business,Information Management,Accounting,Corporate Risk Management,Faculty,Jms

Employment Type : Full Time

Experience : years

Vacancy : 1