Customer Service Representative

Customer Service

1. Ensure an excellent level of service is provided to Customers and that orders are received, processed & executed in an accurate & timely manner. Full compliance with Envalior proxy & policies in order processing.

2. Practices/procedures that best meet customers needs & at the same time be consistent with corporate requirement.

3. Consolidate short terms forecasts / orders received from Customers / Distributors & submit to Demand Chain planner.

4. Coordination between Finance Dept. and Customers for Overdues prior to planning dispatches.

5. Register complaint in CRM and send the complaint confirmation and 8D reports to customer. 6. Keep track of complaints in the system and ensure that customer is well communicated.

7. Ensuring FG Inventory Levels at W/Hs

8. Tracking Forecast received from Customers/BDMs and follow up for orders based on the forecast.

9. Ensuring all documentation is completed in case of exports and coordination with CHA & Forwarder for bookings.

10. Tracking of Proof of Exports for Physical Exports & Sez.

11. LC Documentation

12. Driving the CSL implementation with customers

13. Convincing and Onboarding customer on Customer Portal

14. Convince Customers to adhere to Schedules for minimizing the Date Changes in the Orders

15. Uploading shipping documents in Citi Direct (Bank) portal for exports transaction and resolved queries raised by Bank

CSR Role in SAP

1. Responsible for the customer sales prices.

2. Responsible for processing sales orders, Debit /Credit notes/Return orders including checks on availability, allocation and credit limit.

3. Responsible for entering orders on the back order list.

4. Responsible for the timely preparation of order confirmations and dispatch details to customers.

5. Responsible for monitoring order status (e.g. interrupted or incomplete orders and back orders).