Customer Service Manager
Customer Service Manager
Posted on :
06-05-2025
Employer Active
1 Vacancy
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Job Description
Armacell provides numerous and diverse career opportunities. Add your talent to ours and make a difference around the world!
Purpose of The Job:
- To supervise & lead a team of customer care executives to ensure smooth execution of sales orders as per O2C policy in order to support the sales regions and create good customer service experience. Facilitate demand planning receivables management legal documentation and forms w.r.t O2C process. Interface between Customers (Distributors) external & internal Sales production planning/purchase/plant and finance teams. Lead the order processing & servicing from the forecast to OPM to material availability to dispatch to order receipt at customer end with OTIF > 97% as per confirmation date
Description of main tasks:
The Incumbent is responsible for the following tasks:
Order to Sales Administration:
- Lead & motivate the Customer service & internal Sales Department (CSD) for smooth Sales Order management in India South Asia & export market.
- To Coordinate with Distributors customers & large contractors to meet Monthly Sales Targets.
Order Processing & Commercial activities:
- Supervise the commercial activities of the organization including managing receivables and reconciliation process.
- To supervise the order processing and collection of necessary Documents for the smooth Execution of the orders. Scrutiny & negotiation of Letter of credit & bank guarantees with customers & bank as applicable for the order execution on time.
- To verify and check Monthly Commission for Various Direct Orders.
Manage Order to cash OTIF and facilitate reconciliations with customers in sync with Finance Dept:
- To ensure provision Order Acknowledgement and keeping external sales / Distributors updated on the status of the material / delivery.
- To ensure reconciliation of each distributor on Quarterly basis.
- To ensure timely adjustment of Credit Notes and Debit Notes of the customers.
Sales Analysis and Reporting to Management:
- Collaborate with Sales & SCM to Facilitate the forecasting for the month and the demand planning.
- To maintain necessary reports like Daily DSR Monthly sales Forecast /Projections for the Month Facilitate Data input for Production Planning Sales Analysis etc.
DSO and Commercial analysis:
- To ensure timely booking of ASNs/Invoices at customer end/web portals physical dispatch of documents as applicable to ensure the payments / receivables are within specified targets to keep DSO as per target in alignment with Finance dept.
- Resolve the discrepancies quickly as required. Coordinate for all special orders involving duty concessions special discounts with Finance Team and external Govt. agencies.
Customer Service Experience:
- Maximize customer service operational performance by providing help and technical advice; resolving problems; identifying customer service requirements; determining system improvements; implementing change. Responding proactively to the customer queries or concerns with extremely high sense of urgency & effective responses.
- Conducting annual surveys with customers & addressing the concerns with effective action plan.
Stakeholder management:
- Building the good rapport with sales team should be a good helping hand to sales team whenever there is a need.
- Provide all required information & data to the sales team & Leadership team as & when needed within short notice.
- Most information needs to be readily available as & when needed.
Maintaining the inventory health & WAM Supply Chain pillar Support:
- Ensure the MTO orders are dispatched on time without delays seek support & escalation to the required people on time to keep the FG inventory health intact.
- Support WAM Supply Chain & CS Pillar to deliver the results as per evaluation guide.
- Analyse the cases of OTIF Failure & complaints in SFDC with EWOs
Job Specifications
Professional Education
- M Com MBA / PG in Finance Materials Management
Professional Experience (how long)
- 10 12 Yrs
In which areas
- Internal Sales Customer Support Supply Chain Commercial
Other specific skills/ knowledge
- Interpersonal Skills
- Problem Solving
- Commercial Acumen
- Planning & Organizing
- Achievement Orientation
- People Management
Language skills
- English Hindi & Any other local languages
Time Type:
Full timeRequired Experience:
Manager
Employment Type
Full-Time
Key Skills
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