Customer Service Representative

About the Role:
Reporting to the Customer Service Team Leader, you are the primary point-of-contact with customers to maximize customer service efforts through prompt, efficient and accurate order confirmation and fulfillment, knowledge and understanding and preparation of required order and documentation to contribute to the business and enterprise strategy and profitability. Provide back-up support to the sales group for fielding issues and complaints. Communicate with various levels of staff, customers, local and regional management, and global locations where the business group has manufacturing/distribution locations.

Other responsibilities include executing liaison actions and interfacing with sales, marketing, customers, plants, regional hubs, transportation agencies, logistics service provider, banks and various internal departments, supporting sales/ marketing, customer service and supply chain groups as well as resolving customer complaints and following up on actions. Co-coordinating material returns and following up on credit adjustments as well as maintenance of customer database and service histories are also expected.

This position is based in Mumbai.

Key Accountabilities:

Operations

• Manage and follow-up enquiries (general product info, proforma invoice/letter of credit, sample requests, product availability)
• Receive and process orders and managing the order-to-cash process
• Prepare full set of shipping documents
• Be first contact in case of emergency or complaint
• Manage correction process (goods return, credit/debit note requests) and other returns
• Coordinate with business units and work as a team with supply chain, finance, credit etc.
• Establish working relationship within Borouge
• Proactively identify, propose and implement improvements to systems & processes to achieve quality and efficiency

Customer

• Identify customer needs and resolve immediate issues or highlight it to a higher level of authority
• Maintain an ongoing relationship with key customers
• Coordinates specific work tasks with other personnel within the department as well as with other departments in order to ensure the smooth and efficient flow of information