Assistant Manager - Customer Service

Job Role :

Departments:

Job Code

Location:

Reports To:

Key Stakeholders (Option depending upon the role): Frequency (Occasional/Frequent/Continuous)

1: Job Purpose Statement (Summarize in one/two statements why this job exists, and the contribution makes to the overall business of the company).

2: Organisational Relationship (Provide an organisational chart which illustrates the role structure above and below and parallel to this position).

3: Duties & Responsibilities (List in the order of importance the duties & responsibilities of this job)

Decision Making Authority (This will be for every job allocated to the individual)Refer to the Decision making box for detail information

• Daily Activities

• Pending Customer/Desk manager revertals on queries and issues: All mails to be replied within 1 working day. Wherever time required for exact response is higher, reply back stating the reason and expected time.
• Review dispatch planning reports and check on-hold containers for respective customers, follow up for release with concerned person. Explore possibility of planning additional containers with dispatch planners
• Cross check all customer details in dispatch planning report to ensure there are no wrong details sent to factory
• Co-ordinate for new order receipts and confirmation, ensure timely confirmation within 2 working days.
• Check all related order details at time of confirmation, Send dummy invoices wherever applicable
• Ensure documentation of shipments is sent on time, if not received on time, follow up for same
• Wherever final documents are held for payments, follow up for payments to be made
• Review loading lists and forward to customer/desk managers.
• Co-ordinate for filler requirements wherever containers are ready for shipments but held up for small quantity – User customer level sale specific free stock circulated by dispatch planners
• Daily check with all overseas counterparts (Desk Managers) for any pending issues missed
• Escalate matters wherever necessary at right time
• Weekly Activities

• Send Backorder details to customers AND/OR Desk Managers in 3 categories: Overdue, Current,
• Future
• Send free stock to customers AND/OR Desk Managers. Free stock needs to be as per customer sales
• history to enable them place orders as per their requirement
• Concall with respective Desk Managers. Send List of points to be discussed before the call (preferably
• One day prior) along with status of action items discussed in previous call. After call send the Minutes of meeting with action items, timelines and person(s) responsible
• Updating customers/desk managers with shipment tracker showing shipment made in last week and plan for next week
• Follow up with production planning team in case of critical sizes awaited from production which are delaying shipments
• Review on time Delivery (OTD) score of respective customers and analyses cases for low scores. Follow up for dispatches due next week to ensure on time Delivery.
• Update customer complaints data with new complaints, progress on previously received complaints
• Monthly Activities

• Review Backorder status and check for overdue and critical orders before month production plan is released. Also suggest priority for production in case of critical items
• Event Based

• Pricing changes
• Any co-ordination required for new customers or process change for existing customers
• Seasonal orders/Special orders tracking
  

Schedule A

4: Key Result Areas (List the key deliverables that quantify successful performance in the role).

• 95% of Orders Promised for shipment for the month at the beginning of the month to be achieved in the month-
• Conversion of Partial Loads - 90 % by every Month
• Sales from Free stock
• Follow up on Urgent Size shipments - to be created month on month on basis of the Opening Back order
• MOQ Conversion - 60 % Conversion on the opening Back Order
• Remittance and Closing of CN of more than 3 months
• Reduction of Issues of CN for Pricing Issues
• Credit Limit Check for loading of Containers - Zero deviation
• Influence New customers for turning around orders in minimum lead time - Shipment within 4 weeks from the Order Received
• Complying the Audit and SOX related issues -
  

5: Decision Making Authority (For each decision type define if the action involves below mentioned categories:

Schedule A : Execution

Schedule B: Follow SOP/policy for decision to be made. (Moderate to Complex decision making)

Schedule C: Decide within approval limits) Complex/tactical/strategic decision making impacting the outcome

• Can be merged with duties & Responsibility
  

Educational Qualification

Skills

Skills & Knowledge

Competencies

• Any Graduate
• Need to have done a course of Import & Export management or anything else which is relating to customer service and SCM
• Good English communication skill
• Should have good knowledge in Preparing MIS Reports in Excel, using VLOOKUP, Pivot, Macros and other excel tools.
  

Behavioral

• Customer Centricity
• Stakeholder management
• Interpersonal skills
  

Work Experience

Functional

• 4 to 5 years of experience in customer service, with offshore customer handling experience
• Worked with a Customer service profile in a Manufacturing Unit.
• MS office