Detalhes do emprego
The position is responsible for engaging withcustomers, sales and marketing teams and ensuring timelyorder processing, payment requests etc. This positionwill also work closely with internal teams like logistics, WHfor order processing status, prioritization,troubleshooting. This role will act as a control tower of thecomplete OTC process and provide timely reports, statusto supply chain team and commercial leaders. This rolewill also lead in transformation of the customer serviceteam and implementation of digitization in the OTCprocess. KEYRESPONSIBILITES: Key responsibilities will include thefollowing: 1. Lead: 30% of the time a. Ontime KPIs for self and team b. Process milestonereporting and improvement actions c. Work on developmentplans for self and team d. Lead in training of newprocess changes, follow up on implementations, andsustenance e. Collaborate with sales leaders forconsolidated feedback and identifying new opportunitiesto improve f. Oversee on time completion ofactivities of customer service team 2. Transformation:30% of the time a. Work on new initiatives to improvecustomer engagement, feedback and satisfaction(Automation/ analytics etc) b. Will drive customerfeedback initiatives, collect and derive actions out of thefeedback c. Support implementation of new digitalinnovations (RPA/ Automation/ ordering systemimplementation) d. Will support transformation of thecustomer service team to a control tower approach owningthe OTC processes 3. Individual contributor to OTC: 40%of the time a. Order entry, orders realignment as perOTC policy and order cancellation b. Provide PI forpayment, follow up for payment c. Get credit clearancefrom finance d. Follow up with logistics fordispatch e. Get dispatch details and share with salesand customers f. Support in process standardization andSOP creation g. Act as backup of other CSEs in case ofleaves or emergencies h. Provide business intelligence(daily sales reports, backorder reports, process timelines)to relevant stakeholders i. Engage withcustomers on multiple platforms (F2F, digital, virtual) and providesolutions to business problems after interacting withrelevant internal functional stakeholders (Finance,Sales, Marketing, RA, QA, others) KEY RELATIONSHIPS / INTERFACES• Country Supply Chain team • IT teamand Global Service desk • Sales, Marketing,Finance Team • HO Support functions• Supply Chain functions in the region• Digital supply chain team ESSENTIAL SKILLS / EXPERIENCE • Experience inworking on SAP (order management) • Strongcommunicator (written and verbal). Multilingualpreferred • Good MS Excel skills BEHAVIOURS / VALUES •Flexible and adaptable • Able to work on owninitiative with minimum supervision • Able towork in High Volume pressure • DemonstratesService Oriented attitude • Can doAttitude • Good Problem Solvingcapability
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