Customer Service | Threading Controller

Country: India
City: Thane
Req ID: 507836

The Purpose of the Role

The Customer Service - Threading Controller is responsible for overall customer satisfaction by supporting the Sales Team to ensure customer needs and concerns is efficiently and effectively managed i.e., to turn unhappy customers into return guests. Build rapport and establish good relationships with customers to ensure customer retention.

Key Tasks and Responsibilities

• Maintain relationship with clients by providing support, information, and guidance, researching and recommending new opportunities and service improvements;
• Support the Sales Team to ensure that customers are well assisted, and all enquiries are responded in timely manner;
• Handling all customer complaints and addressing the same instantly;
• Analyze customers feedback to understand areas for improvement and present the findings to Customer Service & Marketing Manager.
• Responsible in all threading invoices send to customer by mail & courier. Get the confirmation from customer.
• Follow up with transporter and sales team once goods are dispatched.
• Follow up with Supply & Threading Invoice Receipt.
• Supply & Threading Invoice Receiving Follow-up.
• Threading Cover Sheet Working Preparation for existing threading sites / locations.
• Rechecking coversheets with the Fleet Manager, Customer, and Threading Partner to ensure amounts match on both sides.
• Payment follow-up for threading invoices.
• Threading invoice reconciliation with customers.
• Collecting R.A. Bills from customers to match invoice amounts, daily threading numbers, and any deductions made.
• Follow-up with threading partners for statutory compliance (PF, ESIC, PT) and submission to sites.
• Ensuring good coordination with threading partners to help increase daily threading numbers.
• Sending daily threading reports to all sales teams.
• It is not possible to enumerate all duties, but your scope covers all Customer Service Threading Controller related responsibilities. Your duties will also extend to other departments as and when required.

Key Leadership Competencies

• Great attitude who embraces every situation with enthusiasm and a Customer-centric approach.
• Excellent organisational skills and ability to effectively prioritise.
• Building Collaborative teams / relationships.
• Interpersonal Awareness / display compassion and empathy.
• Effective collaborator in diverse, multi-cultural teams.
• Strives towards continuous improvement
• Nurture a positive working environment.

Key Functional Competencies and Relevant Experience

• Posses a Bachelor Degree or equivalent with related studies in Business Studies/ Administration/ Marketing or equivalent.
• Sufficient working experience in customer service and related field.
• Exposure to Multinational Culture | Work-environment.
• The ability to communicate confidently - both verbal and written in English.
• Good sound knowledge of CRM, ability to analyze data and prepare functional reports.
• Committed and have displayed a sense of urgency to respond to customers.
• Goal oriented, analytical, self-motivated, confident, proactive, and initiative. The ability to be flexible, decisive, and quick-thinking.
• Committed, responsible, multitask and able to work under stress.
• High level of integrity and able to maintain confidentiality of sensitive information. Resonate with Leviat Values including safety aspects.
  

What we offer

• We are a global business, looking to attract and retain the best talent
• A culture that values opportunity for growth, development and internal promotion
• Highly competitive base pay
• Pension contribution
• Hybrid and flexible working dependent on your role
• A range of other benefits, specific to your role and depending on where in the world you join us i.e. health care, medical insurance, discounted shopping
• Ongoing personal learning and development support