Customer Care Professional

Job Description

Essential Functions of the Customer Care Professional: Ensure global customer support to customers as a lead. Support in executing strategy and initiatives, executing effective communication with site teams supporting the assigned account. Provide the voice of the customer to the Commercial Team & Leadership Team. Liaise with internal teams like Supply Chain, Sales & Operations. Develop and improve process knowledge of site customer care teams aligned under allocated accounts. Ensure compliance to quality systems & standards for the Customer Care function. Support the Sales Team in delivering accurate and effective multi-site forecasting/bookings, ensuring contracted or targeted PO coverage for assigned accounts. Liaise with customers/internal teams to obtain POs as per the coverage forecasted. Responsible for case assignment and workload assignment of VIP/Strategic and other customers where required. Act as a first point of contact for customer escalations, complaints, line-down situations, or internal action items for customers; escalate further when required. Collaborate with manufacturing sites/supply chain to solve any operational challenges to deliver EETC. Drive adoption for processes, tools, and systems (SFDC, Syteline, Epicor, other ERPs). Exhibit customer service operational advantage in daily work. Conduct situational and data analysis on CES survey results to identify challenges and propose action plans within the organization. Publish weekly/monthly reports for customers with program updates, challenges, and action items. Propose processes and procedures in line with Organizational Customer Care guidelines & policies that will drive an exceptional customer experience. Be accountable for Key Performance Indicators (KPIs), ensuring proactive corrective action proposals to address any gaps. Work on diverse customer issues at the global level for customers. Frequently interact with the leadership team and other functions to gain cooperation or provide guidance on ECE requirements. Provide customer success stories, share gains, and competitors' insights. Complete standard work activities daily or as assigned. Required Experience, Knowledge, Skills, Abilities, or Education: Minimum 5 years in Customer Service or a Sales-related position, preferably in a manufacturing organization or related technical experience. Proven experience in handling premium or top customers. Relevant degree preferred or equivalent experience. Organizational: Strong problem-solving skills, ability to handle global customers, ability to handle escalations and be the first point of escalation for customers, time management, ability to lead meetings with customers and internal stakeholders, process expert for customer care global teams. Ability to identify projects and lead assigned accounts to improve business performance. Interpersonal: Strong ERP knowledge, highly accountable, customer-focused, good oral and written communication, ability to work under pressure and maintain composure in difficult situations, team player across regions, flexible and adaptable to changing conditions and timings, positive and professional attitude, ability to execute strategies for handling VIP customer issues. Technical: Knowledge of top or premium served customers, PBU, market, and products. Ability to implement SOPs regionally and globally (Process). PC proficient (word processing, e-mail, spreadsheet, database & PPT, Excel reports). Team player, critical thinker, self-motivator, and ability to maintain a proactive positive attitude. Demonstrates problem-solving skills, influencing abilities, and the ability to work on constructive, effective feedback. Proven ability to initiate, organize, and complete multiple tasks in a timely manner. Motivational/Cultural Fit: Values: Integrity, Accountability, Teamwork, Innovation, Inclusion.