India Customer Service & Experience Lead
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Role purpose
Lead and optimize customer service operations ensuring excellence in warehouse management carry and forward (CnF) network and secondary distribution while maintaining compliance with Indian regulations. It includes:
- Strategically manage warehouse and CnF network to enhance operational efficiency and customer satisfaction
- Serve as the customer service and experience capability owner leveraging expertise in Indian regulations to ensure compliant business operations
- Drive customer service operations to meet and exceed agreed service levels enhancing the overall customer experience
- Enhance efficiency in inter-warehouse movements and secondary logistics focusing on minimizing lead times and reducing costs implementing advanced tools and systems
- Gather and analyze competitive intelligence to prepare the company for future challenges balancing compliance requirements with operational efficiency
- Implement advanced tools and systems to optimize operating costs and identify cost-reduction opportunities across the country
- Continuously improve processes to streamline operations enhance customer experience and drive business growth
Accountabilities
- Own and develop the comprehensive customer service and experience capability for India CP and Seeds operations
- Ensure seamless integration of compliance controls within all business processes while serving as an expert for India operations
- Conduct regular risk assessments and oversee corrective actions to maintain robust inventory control and quality assurance
- Spearhead business process optimization initiatives and foster cross-functional collaboration to enhance operational efficiency
- Lead and develop a high-performing customer service team to consistently meet and exceed KPIs
- Drive strategic alignment by collaborating on global projects and staying abreast of industry best practices
- Implement and monitor key performance indicators to continuously improve customer service operations
- Identify implement and leverage innovative technologies to enhance customer service capabilities and operational efficiency
Qualifications :
Knowledge experience & capabilities
Critical knowledge
- Minimum 10 -15 years of professional experience in customer service including warehouse management logistics and ERP systems
- Minimum bachelors degree from reputed university. Certifications of specialized customer service-related subjects would be preferred
- Experience of working with large multi-nationals; work in a complex cross functional business environment preferred
- Expert level understanding of logistic order to cash process and service level agreements in the area
- Ability to read and interpret policy laws and rules and apply them in day to day operations
- High level of understanding of logistics and transportation
- Understanding of trade in the agro-chemical industry awareness of GST
- Sense of urgency balanced with sense of priorities
- Ethical and knowledge-based approach to work
- Good references and background checks
Critical experience
- Minimum 10-15 years of relevant experience
- Excellent communication skills in English
Critical technical professional and personal capabilities
- ERP
- WMS
Critical leadership competencies
- Lead external
- Lead internal
- Lead self
Close collaboration with following stakeholders besides IN P&S:
- India sales teams
- India & AMEA Logistics category manager
- AMEA Customs & Trade Operations manager
- AMEA Trade compliance manager
- Global & AMEA Customer Service Manager
Remote Work :
No
Employment Type :
Full-time
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
About Company
To help feed 10 billion people while reducing emissions and improve biodiversity. This is our mission as the global agriculture technology leader. With 59,000 employees in more than 100 countries and hundreds of thousands of agricultural partners worldwide, we are committed to transfo ... View more
