Customer Service Representative

Responsibilities

Order Management (Improving the Customer experience)

• Supervises and manages the customer service department and serves as liaison between the customer, PL, Logistic and WH to fulfil orders and ensure customer satisfaction with products and service.
• Responsible for constantly providing high levels of service to customers
• Ensuring FTS, priority list and tailing orders are checked and attended every day
• Supervising the Order management for the Key customers.
• OTIF Reduction of OTIF failure due to delivery blocks and order amendment to 5%
• Monitoring the correct process of amendment is followed where there is genuine request from the customer.
• No manual intervention to the orders should be made for any changes in order due to Coats internal reasons. (MDM, Qty check done)
• Supervising the hygiene trackers

Escalation handling:

• Handling escalations from customers on any delay or order co-ordination.
• Assistance to resolve service problems by acting as a bridge between customer and management to clarify customer`s complaint, determine the cause of the problem and solve the problem

Monitoring the complaint tracker and ensuring end to end closure

• Providing insights to the internal teams to improve our internal services to improve overall customer satisfaction
• Supervising and ensuring the complaints are getting resolved and take feedback from customer.

Team management - Shrinkage, attrition, work reallocation, training, coaching, mentoring agents & performance management

• Training and development of team members for consistency with the expectation of exceeding customers expectations every time.
• Formalizes processes and procedures to ensure total customer satisfaction is met.
• Works proactively to promote teamwork.
• Manages jobs efficiently from start to finish including administrative duties.
• Maintain and conduct cadence with Sales team on order related updates.
• Be the communication point to internal teams on any process and procedures.