Customer Service

The incumbent will be responsible to handle day to day Customer Service activities to support business. This includes but is not limited to managing end to order to cash process flow cycle, receiving and fulfilling customer requests for goods and services. Demonstrates core customer service skills at all times, paying attention to details, great interpersonal skills, positive attitude, ability to analyze the situation, listen effectively, communicate clearly, foresee & resolve problems timely. Manage accounts in terms of order processing, order related enquiry handling, order follow up, pricing integrity, on-time deliveries, complete order fulfillment within the specific lead times. To Provide appropriate resolution to customer queries immediately or within standard service lead times using appropriate communication channels. Have continuous business related conversations with the customer. Is a subject matter expert of the Retail Brand Customers handled by self and majority of the brands handled within the team. Takes ownership in documenting any information related to a specific RBO / factory. Assist in gathering business requirements and analyze activities to facilitate continuous process Improvement resolving complex problems. Serves as a principal liaison with sales & global teams for assigned Retail brand customers. Assigned to the most complex customer groups. Resolve most questions and problems through knowledge of work processes and product specifications. Able to address, resolve and foresee challenges in daily routine operations collaborating with the various cross functional teams within & across global teams. Meeting customer requirements on time and effectively thereby winning their goodwill. Sensitization of the client requirements and accordingly prioritize the activities. Has empathy for the customer's situation. Developed expertise in a variety of work processes or activities required in an organization. Has an in-depth understanding of the various automated information systems like Oracle, Vips, WCS etc available for order processing and is able to assess the functionality and efficiency of systems and provide feedback/suggestions for process improvements. Maintain professional working relationships with internal and external customers and colleagues. Actively participate in all discussions contributing to build a stronger organisational culture. Work effectively as a part of the team to achieve individual, team and organizational objectives, sharing knowledge and skills as appropriate. As a specialist, one should be able to quickly adapt, upgrade oneself and mentor/train the customer service team members on various Standard operating procedures and process improvements in the changing market environment. Carries out daily monitoring activities with respect to the open order report management system for the team and takes inputs on the delayed/overdue orders at various stages. Works autonomously and leads a team in a variety of routine to complex tasks. May be considered a “working supervisor” or “lead” to junior staff members. May serve as a resource to others in the resolution of complex problems and issues. Partners with the CS managers on continuous process improvements, customer service team strategies and implement initiatives which will improve the overall customer service team functions and responsiveness. Support in Implementing ambitious customer satisfaction goals, and better-enabled customer service staff members to effectively meet them. Adhere to agreed standards of quality and productivity and process all orders/ queries with a minimum 98% accuracy rate.