Customer Service Team Lead

Work location : Chennai

Roles & Responsibilities :

• Customer Order Management & Correspondence : Enquiries, Quotes, Order receipt to deliveries, Payments.
• Relevant experience & knowledge of the process handling OEMs, End Users and Distributor Management.
• Effective communication managing customer relationship and exceed customer satisfaction.
• Respond promptly & professionally to Customer Enquiries via phone, email, chat.
• Provide product information, pricing & availability, status on orders & accounts receivable and other queries.
• Customer Order Processing from order receipt till invoicing & ensuring timely deliveries & payment collection.
• Customer Account creation, Customer Master & Price Master updates in ERP on a regular timely basis.
• Handle customer complaints, provide appropriate solutions and follow up to ensure resolution.
• Maintain accurate records of customer interactions & business transactions.
• Sales Coordination for achieving deliverables on Sales Targets, On-Time Deliveries & Accounts receivable.
• Inside Sales Support on Lead Management, Quotes, Follow-up & conversion to business opportunity.
• Deep understanding of company products & services and business processes with adherence.
• Liaison between customers, sales team & internal cross functional teams of Operations, MU & Finance.
• Provide outstanding service timely, resolving issues efficiently and ensure a positive customer experience.
• Effective internal & external communication.
• Maintain ERP and CRM Salesforce Management on Leads, Account, Opportunities & Case management.
• Administrative support as may be required and achievement of tasks assigned on a timely basis.
• MIS Reporting.
• On-Time Delivery (OTD) on Quotes, Order acknowledgment & Despatches.
• Days Sales Outstanding (DSO)
• Reduction in % Claims on order processing.
• NPS Score on Customer Satisfaction. Job requirements :
• Bachelor's degree with expertise in Customer Service / Sales Coordination.
• Proficient in MS Office, ERP on Order Management & CRM Salesforce Tool.
• Excellent Communication and Interpersonal Skills.
• Ability to multi-task and prioritize in a fast-paced environment.
• Strong problem-solving abilities and high attention to detail.
• Effective listening, Quick learner, Initiative & adaptability.
• Customer centricity with patience and a positive attitude.
• Team Collaboration and ability to work in a matrix organization.
• Performance driven to deliver KPIs and business goals.
• Multilinguistic with proficiency in English and Spoken Hindi is a must.