Junior Customer Service Executive

Role summary:

To manage order entry on timely manner with complete accuracy as order entry is the initiating activity for the complete supply chain process. Initiates and implements corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction is maintained. Also need to short close the order or postpone the orders in SAP system for accuracy to Management. Also a major activity to work on Reliance project on the various aspects.

Key responsibilities and activities include but is not limited to:

Receives processes and verifies the accuracy of quotations/orders from sales/customers with customer purchase orders. Initiates required action for response to customer service requests for order changes including the maintenance of order/customer information delivery schedule and communicate to the appropriate personnel/departments. Ensures and provides quality service to both internal and external customers in terms of responses documentation co-ordinations feedbacks etc. Participates and provides expertise as a member of the customer services departmental team. The teams objective is to develop and recommend changes to existing methods and systems to increase the accuracy efficiency and responsiveness of the customer service department as a whole. Handle customer complaints in accordance to standard procedures and ensure corrective action within the time frame set. Coordinate with Line Manager to resolve the discrepancies of shipments or deliveries to customers according to customers requirement. Manage customer escalations and provide reactive business solutions after discussing with the line manager. To comply with the Reliance documentations with no delays as it may lead to delay in payments. To get co-ordinated with other Reliance team (procurement/accounts/site) for smooth functioning of business. Also interact with other colleagues within team for smooth business. Any other business requirement directed by the managers.

Communication & Working Relationships

Reporting Lines

Supply Chain Head

Team Members

Customer Support Executive

Cross Function Communication

All Direct and Indirect Functions

Personal qualities:

• Proactive Multi-Tasking
• Decision Making
• Leadership
• Flexible in Working
• Time Management
• Presentation Skills

Required Skills & Experience

Skills & Experience Essential

• Graduation
• 3-6 years Experience required in CS.
• Required Certifications and Experience

Skills & Experience - Desirable

• Include Nice to Have skills such as specific system experience industry or higher education

ROCKWOOL Group Values

Ambition
We strive relentlessly for success

It all starts with ambition. Without ambition to drive things forward nothing happens. We believe we become a more successful company by being ambitious and setting big goals for ourselves individuals and our teams.

Responsibility
Be the Rock today and tomorrow

Do not shy away from taking personal responsibility when facing challenges. Success is built in teams; remember to share the praise and to recognize individual and collective achievements.

Integrity
Being honest and trustworthy

We never compromise our integrity for business results.

Efficiency
Breaking constraints and maximizing output

Avoid extravagance and maximise the value of the resources available to you to get the biggest sustainable result. Define clear priority areas and direct resources accordingly. Identify what is most urgent and important for ROCKWOOL and take action on these issues first.

Functional Competencies

• Customer Relationship Management (C)
• Service Level Agreement (SLA) (C)
• Issue Resolution (B)
• Order Processing (C)
• Multichannel Support (B)
• Product Knowledge (C)
• Knowledge Base Management (B)

Behavioural Competencies

• Team Leadership (B)
• Customer Experience Strategy (C)
• Quality Assurance (C)

Other Requirements:

Education :Graduation /Postgraduate in in any discipline

Languages:English & Hindi

Other:3 to 6 years Working experience in Manufacturing organization