Customer Service Executive

Job Description

JOB DESCRIPTION POSITION TITLE Local Customer Service Executive - WA (CERAMICS)DATE OF ISSUE19/03/2025BUSINESS GROUP/ DIVISION/COMPANYPerformance Minerals Asia Pacific (PM APAC) / [Imerys Ceramics India (Pvt) Ltd.) ]STATUSPermanentREPORTS TO (position)CS Manager LOCATION Hyderabad JOB SUMMARY/PURPOSE The Local Customer Service Officer will report to the Customer Service Manager of the Local WA team. He/She manages Local Transactions with the local ERP system in the country. He/She plays a key role of maintaining a high level of Customer Satisfaction as well as monitoring on-time delivery in full. He would be dealing with internal and external communication related to every transaction or shipments. JOB SCOPE/DIMENSIONS This position will take care of the coordination activity for the materials to be shipped or dispatched from APAC assets. The scope of this position covers: Business Channels: Local Businesses (from local production sites and/or local warehouses - imported products and local external supplier) Liaison with Customers, Sales, Operations, Finance and Logistics teams and local agents / distributors Using CRM to update and prepare data for shipped related information. Sample dispatch to customers/clients based on the requirement and coordinate the entire activity to execute. Prepare G-sheet & presentation to update and track the dispatch movements and open order status. KEY TASKS AND RESPONSIBILITIES Order process management Punch in the customers' orders into the local ERP system and validate the order context according to internal / external customers requirements and Source Plants capability. Follow Service Level Agreements (SLAs). Encode order with delivery date and liaise with Source Plants logistic coordinator to organise delivery Communicate with internal / external customer on delivery dates and adjustments Support in credit application, credit release application, credit note / debit note request if needed. Containers movement tracking Closely monitor the containers movement until the containers arrive at the destination. For the export goods shall be tracking the goods will reach to destinations. Billing Timely processing of invoices for customer orders (Tax invoices might be issued by Finance department) Input data in ERP Review data and correct discrepancies as needed (e.g. ordered quantity vs. shipped quantity) Maintain customer invoice files for archive in customer files (electronic or non electronic) Manage billing process and participate in ERP implementation as needed Customer communication Be the single point of contact for allocated customers on all information requests, complaints, etc. Directly collect information and communicate to customer when possible (e.g. shipment tracking) Liaise with "complaints, samples & regulatory coordinator" for requests requiring task allocation and follow-up with other functions (e.g. operations) Customer requests coordination (not directly answered by Customer Service) Collect customer requests requiring task allocation and register in CRM. Follow-up with other functions from Customer Service (e.g. complaints, samples, regulatory questionnaire) Communicate back to Customer Service for customer information Follow-up on tasks allocated with relevant functions until its closed (e.g. following up on samples sent-out from plants, complaint status, sample status and regulatory questionnaire etc) Liasioning with external agencies like Shipping Agency and Banks for smooth functioning if needed This position may require 5% travel involved OTHER IMPORTANT FUNCTIONS What other functions are performed in this position that might not be considered essential? NA JOB SPECIFICATIONS Education: - Bachelors degree or above Typical Profile: - Customer Service Executive - Customer oriented profile with previous Sales/Sales exposure - Data entry experience. Experience: - 4-5 years of experience in customer service with knowledge in manufacturing. - Data analysis experience, presentation of data and experience in handling ISO documents. - Hands-on experience in Business Transfer and International Trade as well as Letter of Credit handling, incoterm, etc.. - Proven experience in a CRM program is an advantage. - Experience in handling complaint from customers and solving complex client situations is an advantage - Deep knowledge of customer journey improvement to drive customer centricity Languages: - Proficient in English. - Fluent in the language(s) of the customers and CS team members of the Region is an advantage (Hindi, Telegu) Knowledge, skills, abilities and other characteristics IMERYS SOFT SKILLS: - Integrity - Adaptability - Rigour - Committed - Good interpersonal and communication skills - Problem solving skills - Team Spirit and collaboration - Result oriented - Project management skills to seek for continuous improvement - Analytical skills SPECIFIC JOB SKILLS: - 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...) Physical/Environmental Aspects US ONLY List specific physical demands and activities of the position with a description of the activity including the frequency and duration required. Also note the work environment.