Customer Service Representative

Job Description

A. Job Summary & Dimensions Provide efficient operation of the Indian Customer Service Team and control and administer all aspects of customer related issues. Responsible for resource deployment and meeting agreed Customer Service booking, metrics and project targets. Accountable for customer satisfaction and consistently improving the customers experience. B. Job Accountabilities 1. Understand the Southco Business system including all modules relating to Customers, Orders, Quotations, Manufacturing, Quality, Southco Products. 2. Understand the needs and applications of our Southco Key Accounts and Authorized Distributors in India. Work closely with Sales and Account Manager to satisfy those needs. 3. Co-ordinate, monitor and manage the Customer Service Team to provide an effective and efficient service to our customers. 4. Monitor, analyze and manage telephone activity in the Customer Service Department. Monitor and manage change notices, customer returns and customer complaints. Provide corrective action as required. 5. Assist the Customer Service Representatives in maintaining favorable relations with customers, Authorized Southco Distributors, Manufacturers Representatives and Strategic Account Managers. 6. Perform Performance reviews and Monthly Scorecard Reviews with Customer Service Team. 7. Travel to field as requested. MINIMUM REQUIREMENTS 1. Bachelor degree in commerce, science required. Engineering degree preferred. 2. Excellent Verbal and written communication skills. Fluency in written and spoken English is must. 3. Team oriented, people/goal oriented, relationship builder, good listener, ambitious, extremely motivated. 4. Mentally tough, able to withstand rejection, reliable 5. Computer knowledge like SAP SD, Word, Excel, PowerPoint 6. Experience in Order Management .