Central Customer Service Coordinator IndiaJoin our global team for a career filled with opportunities to solve challenges both small and large, local and global, simple and complex.
Purpose:
• To process Customer's Request for Quotation (RFQs) and Purchase Order (POs) in the Global Customer Service (GCS) mailbox.
• To ensure all enquiries within the mailbox are attended to within the agreed SLA.
• To provide administrative support to the GCS and LCS (local customer service) team.
• May receive assignments from senior support personnel as required.
Main responsibilities and tasks:
• Accept task from the group mailbox queue and process customer request for quotes (RFQ) and customer purchase orders (PO).
• Ascertain the urgency of transaction based on ETA (Estimated Time Arrival)/ Port/Type of customer. For urgent transactions, needs to be completed ASAP or highlighted to LCS if unable to be completed within the agreed timeline.
• Keep LCS informed of any irregularities related to RFQs or POs of their customers in the note/email.
• Alert LCS if the order value exceeds the existing authorized credit limit and policies.
• Actively use system for understanding on customer specific information and requirements.
• For each quote / order processed, ensure specific customer requirements are addressed.
• Follow up with Supply Chain / LCS for any outstanding tasks that are unable to be completed in the same day. Ensure all tasks are accounted for.
• Highlight improvements and process learnings to the team leads/ manager.
• Participate and contribute in team discussion and training.
• Performing miscellaneous job-related duties as assigned.
• Accept assigned rostered work on Saturdays and Public holiday in the mailbox management for LCS.
• Accept assigned rostered overtime work, if required.
• Comply with the standard process and protocol.
Accountabilities:
This position will be measured against:
• RFQ/PO response time.
• Agreed AOP and KPI's.
• Work process efficiency.
• Minimum numbers of transactions completed per day.
Qualifications:
Mandatory requirements:
• Candidate must possess at least a Diploma in any fields.
• Candidate must be able to support India region work hours:
Time: 11am - 8pm
Days: INDIA: Mon - Sat (1/2 day).
• At least 2 – 3 year(s) relevant work experience with order fulfilment/supply chain/logistic.
• Fluent in English - both writing and speaking.
• Required skill(s): Computer Literate (Good in MS Office).
• Able to prioritize, customer oriented with excellent communication and interpersonal skills.
• Good planning and organizing skills.
• Good analytical skills, attention to detail and meticulous.
• Ability to work independently with minimal supervision, positive attitude and a good team player.
• Able to meet deadlines through good time management and allocation of priorities.
• Desire to succeed in a challenging environment and able to work under pressure.
• Pleasant character, resourceful & able to work with sincerity on own initiative.#J-18808-Ljbffr