Asst.Mgr - Customer Support (Operation)

Asst. Mgr - Customer Support (Operation)

Roles & Responsibilities:

• Customer Handling

  : Manage the entire customer journey from order booking to cash. Handle customer escalations, meet timelines, and attend meetings.

• Order Processing

  : Process customer orders and review contracts. Communicate any discrepancies related to payment terms, price, or Incoterms to sales and/or the customer. Ensure orders are loaded into the system on time.

• Planning & Coordination

  : Handle material pull-in and push-out for customer prepone/postponement requests, and manage overall material planning. Analyze customer forecasts and historical sales for material planning.

• Invoicing & Payments

  : Manage invoicing, ensure compliance with

  GST

  , and follow up on payments.

• Team Leadership

  : Lead a small team, providing coaching, and ensuring the achievement of

  KPIs

  (e.g., Time to Market, Stock days on hand).

• Cross-Functional Collaboration

  : Coordinate with plants, suppliers, finance, and other cross-functional teams.

• Reporting

  : Maintain

  MIS reports

  to track key operational metrics.

Skills Required:

• Considerable customer handling experience

  (direct, through mail, phone, etc.).
• Strong proficiency in

  Excel analysis

  .
• Experience with

  ERP systems

  (preferably

  SAP

  ).
• Excellent communication skills for interacting with customers and internal teams.
• Knowledge of

  Incoterms/commercial terms

  .
• Experience in leading a small team, with a focus on team building and achieving

  KPIs

  .
• A positive attitude, with the ability to cope with pressure and be tactful in critical situations.
• Good knowledge of

  GST

  and basic knowledge of

  Logistics

  is an added advantage.

QUALIFICATION:

• A Bachelor of Engineering (

  BE

  ) is preferred for technical knowledge, but an

  MBA

  is also considered.