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