Senior Customer Service Representative(Order to Cash,Logistics,Order Fullfillment, Sales processing,Supply Chain management)

Job Description

Role & Responsibilities: The Senior Customer Service Representative plays a vital role in managing the end-to-end (E2E) order-to-cash (OTC) process for a designated line of business. This position is crucial for ensuring customer satisfaction by acting as the primary liaison for all customer interactions and order fulfillment activities, in coordination with sales representatives, key account managers, and other functional teams. Key Responsibilities: Order Processing : Efficiently manage diverse customer orders, including stock and resale, indent sales, BOND sales, and high sea sales, following established customer service protocols and systems. Analysis of Business Standards : Evaluate and analyze business service standards to fulfill customer needs while enhancing overall functional performance. Order Execution in SAP : Take charge of the complete order processing cycle in SAP, ensuring all steps from order entry to invoice creation are executed seamlessly. Driving Process Improvements : Lead initiatives aimed at continuous improvement within the OTC process and ensure these improvements are effectively implemented. Order Monitoring : Actively monitor pending orders and maintain clear, proactive communication with the supply chain to facilitate on-time deliveries. Sales and Forecast Review : Assess actual sales against forecasts and collaborate with sales teams to identify and address any discrepancies, ensuring order fulfillment aligns with sales targets. Local Line of Business Collaboration : Work closely with local lines of business to identify potential issues and bottlenecks in processes, integrating customer and market insights into service delivery. Escalation Handling : Act as a key escalation point for resolving issues and inquiries from CSRs, customers, business units, and associated functions. Engagement with Internal Stakeholders : Collaborate with various internal teams, including Supply Chain, Credit, Finance, Logistics, Tax, and third-party logistics partners. Complaint Resolution : Handle customer complaints and return requests in accordance with established complaint management and return policies. Customer Onboarding : Oversee the onboarding process for new customers and ensure timely updates to customer master data in response to requested changes. E-commerce Leadership : Spearhead efforts to drive the e-commerce journey, ensuring that functional KPIs are achieved. Compliance Assurance : Guarantee that all commercial activities comply with SOX requirements and adhere to essential accounting and taxation standards. Experience Having good commercial knowledge & GST understanding 7+ years relevant working experience – Order fulfillment / International Supply Chain Experience using SAP system for order processing. Service Cloud & Sales Force experience (preferred) Proficient knowledge in MS office Strong interpersonal and communication skills to work with different stakeholders and deliver the result. Good analysis, problem-solving & Complaint handling skills Education PGDM / MBA in Operations / Supply Chain Management Show more Show less