23 Oct
Imerys
Nadiad
Job Summary
JOB SCOPE/DIMENSIONS
This position will take care of the coordination activity for the materials to be shipped or dispatched from Nadiad and Mundra Locations.
The scope of this position covers:
- Business Channels: Local Businesses (from local production sites and/or local warehouses - imported products and local external supplier)
- Liaison with Customers, Sales, Operations, Finance and Logistics teams and local agents / distributors
- Using CRM to update and prepare data for shipped related information.
- Sample dispatch to customers/clients based on the requirement and coordinate the entire activity to execute.
- Prepare G-sheet & presentation to update and track the dispatch movements and open order status.
KEY TASKS AND RESPONSIBILITIES
Order process management
- Punch in the customers' orders into the local ERP system and validate the order context according to internal / external customer’s requirements and Source Plant’s capability. Follow Service Level Agreements (SLAs).
- Encode order with delivery date and liaise with Source Plant’s logistic coordinator to organize delivery
- Communicate with internal / external customer on delivery dates and adjustments
- Support in credit application, credit release application, credit note / debit note request if needed.
Containers movement tracking
- Closely monitor the containers’ movement until the containers arrive at the destination.
- For the export goods shall be tracking the goods will reach to destinations.
Billing
- Timely processing of invoices for customer orders (Tax invoices might be issues by Finance department)
- Input data in ERP
- Review data and correct discrepancies as needed (e.g. ordered quantity vs.
shipped quantity)
- Maintain customer invoice files for archive in customer files (electronic or non electronic)
- Manage billing process and participate in ERP implementation as needed
Customer communication
- Be the single point of contact for allocated customers on all information requests, complaints, etc.
- Directly collect information and communicate to customer when possible (e.g. shipment tracking)
- Liaise with "complaints, samples & regulatory coordinator" for requests requiring task allocation and follow-up with other functions (e.g. operations)
Customer requests coordination (not directly answered by Customer Service)
- Collect customer requests requiring task allocation and register in CRM.
Follow-up with other functions from Customer Service (e.g. complaints, samples, regulatory questionnaire)
- Communicate back to Customer Service for customer information
- Follow-up on tasks allocated with relevant functions until it’s closed (e.g. following up on samples sent-out from plants, complaint status, sample status and regulatory questionnaire … etc)
Liasioning with external agencies like Shipping Agency and Banks for smooth functioning if needed
This position may require 5% travel involved
JOB SPECIFICATIONS
Education:
- Bachelor’s degree or above
Typical Profile:
- Customer Service Executive
- Customer oriented profile with previous Sales/Sales Admin exposure
Experience:
- 5-8 years of experience in customer service with knowledge in manufacturing.
- Hands-on experience in Business Transfer and International Trade as well as Letter of Credit handling, incoterm, etc..
- Proven experience in a CRM program is an advantage.
- Experience in handling complaint from customers and solving complex client situations is an advantage
- Deep knowledge of customer journey improvement to drive customer centricity
Languages:
- Proficient in English.
- Fluent in the language(s) of the customers and CS team members of the Region is an advantage (Hindi, Gujarati)
Knowledge, skills, abilities and other characteristics
IMERYS SOFT SKILLS:
- Integrity
- Adaptability
- Rigour
- Committed
- Good interpersonal and communication skills
- Problem solving skills
- Team Spirit and collaboration
- Result oriented
- Project management skills to seek for continuous improvement
- Analytical skills
SPECIFIC JOB SKILLS:
- Experience of CRM system (i.e.: SalesForce) and ERP system (i.e.: Accpac/IFS/JDE/SAP) and familiar with Google Suite (Google Slides, Google Sheets, Google Docs, etc...)
Position Type
Full time
and
Permanent
▶️ Customer Service Executive
🖊️ Imerys
📍 Nadiad