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Senior Executive Customer Service

Senior Executive Customer Service

Kohler

5 - 7 years

7 - 9 Lacs

Gurugram

Posted:3 hours ago| Platform:

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Skills Required

Supply chain Custom clearance SAP Packaging Customer service Manager Quality Control RFQ Order processing Monitoring Logistics

Work Mode

Work from Office

Job Type

Full Time

Job Description

BASIC FUNCTIONS:

Customer Service responsibilities In charge of organizing Customer Relations in SSA. This is both an operational and a strategic role. You ensure execution of strategies and tools aimed at improving customer satisfaction with Kohler SSA products and services are implemented.

Order fulfilment - Customer Service:

Create sales orders for intercompany orders after obtaining POs or relevant approvals from Finance of orders confirmed by sales.

Handling customer & sales team queries and ensure to provide solutions on their queries.

Ensure timely sales every month by overseeing the dispatch plans like tracking vessel schedules, cut-offs etc.

Execute allocations in relevant orders by coordinating with planning team.

Execute regular clean-up of sales orders.

Execute sales order tracker to ensure clear communication to sales team and customers.

Collaborate with India logistics team to ensure timely availability of forwarders.

Coordination with warehouse team to manage picking and packing of materials, and container load.

Coordinate with Finance for releasing shipments for packing purposes.

Coordination with CHA for checklist, custom clearance and shipping bill

Follow up for ETD/ETA schedule with nominated agent and follow up for Draft BL and share Draft with concerned stakeholder for approval.

Responsible for Pre & Post Documentation, preparing export Invoice, packing List, tracking Shipment, Letter of credit, CHA, freight forwarders & Shipping Agents regarding shipments in coordination with warehouse, finance, sales, CHA, forwarder and customer

Keeping track of remittances received and providing settlement instructions to Banks Invoice wise

Coordination with finance for the tracking of LC documents movement, submission and checking the final completion of all formalities for the Banks, DGFT etc.

Maintaining shipment tracker for dispatches done and sharing with sales team

Preparing SI (Shipping Instruction) draft to share with sources and local agents Ensure timely inspection of goods relevant to countries by the inspection agencies.

Closely monitoring the quality of each customer case and personally managing some escalating cases.

In conjunction with cross-functional departments (Sales, Technical services, Logistics, Marketing, IT, etc.), initiate or participate in reorganization or operational optimization projects.

Standardize, homogenize and share processes and best practices from the group and different customer service centers.

Develop and update dashboards indicating customer service work, workload ratios, order processing speed.

Follow up with CHA & DHL and logistics service providers for bills and on outstanding and reconcile with the bill s tracker.

Scrutinize bills in accordance with RFQ/contract or approval and supporting docs.

Obtain approval in accordance with the auth. matrix, and once approved, forward bills to finance for processing.

Sending the bills to the auditor for verification, and coordination with them if any query is raised by them.

Maintain tracker for Forwarders, CHA, DHL and logistics service providers bills. Circulate Provision amount with finance to book expenses every month for SSA shipments

RELATIONSHIPS AND CONTACTS:

Supervisory relationships:

Customer Service & Planning Lead Sub-Saharan Africa

Organizational relationships:

Works closely with Sales, IT, Marketing, Operations Warehousing, Purchasing, Systems, Accounting, Marketing, New Product Development, and Quality Control.

External business relationships:

Contacts with distributors and other customers, IT service providers, forwarders, custom house agents.

EDUCATION AND EXPERIENCE REQUIREMENTS:

Minimum college degree level, preferably in Supply Chain or Materials/Logistics Management

Technical competencies:

Good knowledge of and practical experience in sales administration procedures, payment methods and logistics

Informed about the business sector, products and company customers

Fluent English

Knowledgeable about sales administration software (i.e. SAP)

Advanced Excel skills

Personal attributes:

Team player

Customer contact: listening, communication and sense of service skills

Strongly proactive and dynamic

Handles stress well

Observant with good listening skills

Analysis and critical thinking abilities

Drives proposals and takes initiatives

At ease presenting complex subject

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Kohler

Manufacturing

Kohler

approximately 37,000 Employees

55 Jobs

Key People

David Kohler

President and CEO
Kathy Kohler

Senior Vice President, Global Marketing
Ryan Kohler

Executive Vice President, Manufacturing

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Senior Executive Customer Service