Assistant Manager, Customer Service

Objectives of the Position         

Why does this position exist?  With what permanent objectives?

To service the customers of the assigned Business Unit and order management

  u Driving Service Excellence

  v Proactive Customer Orientation

  w Communication Effectiveness

  x Continuous Improvement

Main Areas of Responsibilities and Key Activities

Strategic- Key Activities:

• Perform sales and delivery order management according to SOP

• Monitor orders and communicate to customer & Sales team on order status

• Perform business rules and manage data related to order-to-cash process

Operational:

• Respond to verbal (or written) requests in a timely and professional manner, ensuring any promises made are fulfilled
• Determine the appropriate solution by following operating procedures. Resolve issues without unnecessary delay and escalate more complex problems as required
• Listen carefully to instructions and questions and check for understanding
• Consistently deliver work tasks on time and to agreed standards. Alert colleagues or manager in advance when timeline or quality of the deliverables is likely to be affected
• Proactively seek guidance and asks questions to understand structures, processes, systems and responsibilities EV SCM, and how own role contributes to the broader team goals
• Creation of Sales Orders based on customer PO or Sales Forecast
• Follow up with counter parts for order allocations and vessel bookings. Delays if any should be pro-actively communicated within the team
• Tracking of orders, Sales & Customer Receivables on daily basis and highlighting issues if any
• Connect with Customer on periodic basis
• Ensure High Seas Documentation and follow up with customer for Notarized Agreement and BOE. Once received upload the same in local sales order and inform our local high seas team
• Customer AR follow up for payment purpose review credit limit with sales team
• Follow up with PSUs ( IOCL / HPCL )  for Call ups against the tender qty and to keep a track of the supplies to avoid oversupply. Forecast and plan the orders  to avoid / minimise delay penalty. Align with Sales colleague and transmit the orders accordingly
• Focus on digitalisation and utilization of digital tools
• Co-ordinate with transportation team for vehicle placement & reduced cost for the BU
• APO forecasting and updating the same in system
• Inventory control & review of aged inventory

Job Skills:

• Well versed with SAP Order To Cash (OTC) processes
• Good understanding of the products/services of relevant business segments
• Good knowledge of the business processes
• Service excellence competencies
• Ability to collaborate within and outside the team for servicing the customers

Job Requirements (minimum requirement to carry out the work)

Education

• University degree, minimum Bachelor’s degree

Working Experience

• Minimum 6 years total professional experience

Technical & Professional Knowledge

• Well versed with SAP Order To Cash (OTC) processes
• Good understanding of the products/services of relevant business segments
• Good knowledge of the business processes

Skills

• English speaking and writing, interpersonal skills