Executive Customer Service

Job Description

KEY RESPONSIBILITIES

Accept / Process orders and follow up the status of the order till the delivery. This involves : -

Customer liaison – Single point of contact for assigned vendor & RBO combination. Accept and process orders seeing through to delivery.  Responsible for on-time delivery & customer satisfaction. Keep customers regularly updated on the progress of their orders. Follow up for Po / Payment, CT3, Road forms. Resolving Customer Complaints within 24 to 48hrs by coordinating with Quality Help Desk. Assist Customers in filling Order forms and placing online orders. Follow up for PO / Payment before production (for order conversion). Handling customer complaints and coordinating with internal team & provide permanent solution

Production liaison – Ensure clear information being sent to production along with the production sheets. Follow through production sheets to ensure delivery dates are met. Maintain dialogue with the key people such as Production Planners & Team Leaders to improve customer satisfaction. Co-ordinates with Escalation team for Fast Track Requirements of the customers and DMT.

Marketing / Sales liaison – Achieve sales target for designated account. Ensure all price quotes being sent on time. Communicate in receiving updates for different retailers. Have 2 way communications with the Sales team to avoid different information being given to customers. RBO / Product domain knowledge in order to cater customer requirements considering the internal process

Finance liaison - Ensure clear instruction is given to Finance team for invoicing, clearance, tax & other billing activities such as change of contact details & new requests. Following up for Customer Outstanding (sending statement of accounts etc).

Sister company liaison- Ensure that we have the most up to date information when handling critical situation related global accounts. Negotiate better terms when factoring orders. Ensuring testing of new items in D2COMM, VIPS, PAXAR online etc.

DMT Liaison – To Ensure On time PI and Layout.

Studio Liaison – To ensure on time Studio Layouts.

VIPS Help Desk Liaison – To Resolve VIPs related issues in artwork generation.

EMEA Internet HelpDesk – Raise Tickets in case of Online issues.

Warehouse / Despatch Liaison – Give Despatch Priority on daily basis.

Manuals – Creating and regularly updating their respective RBO Manuals.

GPD Liaison – New Item set up status, Alternate RM, Inter Company Prices.

SCM / Purchase – For placing and following up of ITP orders.

Reports – CS MDI, Pending Order Status to Vendors, FG and Report requirement from HUB as and when required.

OTHER RESPONSIBILITIES

Help the Team Leader - CS in developing CS team and it’s standards to meet future customer expectations.

Report customer / market activities to the Team Leader.

Capture customer enquiries & escalate to Team Leader. Also, highlight fast track orders.

Take initiative & cover for other CS executives in their absence.

Check for raw material availability in case of first time production.

Upgrade oneself with the changes in the processes (related to RBO, Team, company).

Pass on the new enquiry requirement to GPD for further set-up & business

Handling customer feedback and complaints

Qualifications

KNOWLEDGE SKILLS & EXPERIENCE

Graduation with 0-3 years experience in similar profile.

Excellent oral and written communication skills and interpersonal skills are required.

Optional Knowledge of business functions in apparel industry.

Experience of 0 – 3 years in customer service profile

DECISION MAKING AUTHORITY & CONTROLS

Reasonable authority subject to the control of Team Leader.

WORKING RELATIONSHIPS

Internal - with all departments

External - Customers and sister sites

Develop internal & external relationship for effective coordination.

Additional Information

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or other protected status. EEOE / M / F / Vet / Disabled. All your information will be kept confidential according to EEO guidelines.