Senior Customer Service Representative

Job Discription

Designation

Senior Executive-Customer Support

Location

Navi Mumbai

Personal Profile

Minimum Qualification

Science Graduate / Bachelor’s Degree in engineering – Mechanical / Production Engineer will be preferred / BCOM

Experience Range

Total: 4 - 5 years

Industry Specialization, if any

Expertise in successfully acting as an interface between customer, sales, operations and cross functional team. Delivering service with a smile.

1. Purchase order review, order entry and invoicing in ERP. Sending sales order acknowledge to customers and proforma invoice for payment.
2. Maintain all projects tracker and review time to time basis.
3. Order backlog review with production and Procurement team and get schedule date and communicate to sales and customers.
4. For New customer registration, collect and verify customer documents and upload all documents on Dover portal.
5. Review register customer documents on time-to-time basis.
6. Coordinating with quality, production & finance for order processing, TPI, customer complaint & non-commercial service.
7. Submitting & tracking the post-sale documents (invoice, packing list, COC & TPI if any as per the PO requirement) for payment process.
8. Renew and maintain all distributors agreements and coordinate with sales team.
9. Coordinate with sales team for bill of material and maintain project tracker.

1.   Retail Fuelling VRS Project Orders:

Taking care of All VRS Order Booking timely upon checking of PO in line with site requirement and HSN Respectively.

Co-ordinate with project team as well production for plan that site first are on priority or wherein LD applicable to supply first with TPI

Provide PO Copies and necessary input to quality team for smooth TPI.

Upon completion of TPI Raised invoices from ERP as per sites required quantity with pump specification and controller system accordingly.

Connect with Logistic team with IRN Number of each sites dispatch swiftly and share the dispatch update with sales and project team

2.   FCPA /TPG

Each new boarded (END USER, distributor, OEM) customer required to register through FCPA TPG platform and in line with A Dover Resource Guide to the U.S. Foreign Corrupt Practices Act Compliance Third Party Guidance.

For End User and OEM required mandatory document and as per compliance to board as OPW Business Partner

RE-VET / ARCHIEVE

Supervise CS Team in always completion of above activity Timely Check-up for all OPW BUSINESS PARTNER of RE-VET Activity which due month wise as well actioned over archived over FCPA / TPG a Dover Global Platform customer portal.

3.   Material Planning

Project Material planning of next month plus consecutive 3 month and share with respective stake holder to available of material on time with motto of achieve the OTIF. It includes booking of E2E Sites order booking, submission of SOA in 2 days as per terms of Customer.

Co-ordinating with logistic for timely placing of dedicated vehicle and creation of invoice upon dispatch clearance

5.   Customer Complaint

Taking VRS / Inter Company customers issues and following problem through to resolution to supply of replacement raised pro-actively with booking of complain at CCR Portal as well in ERP and raise FOC Invoices of above customers of RF OPCO after registering complain over CCR Portal and thereafter proper approval.

Raising of Delivery Challan / Non-Returnable Delivery challan as per case of supply and mutually agreed by CFT Team.

6.   Interdepartmental Co-ordination

Daily co-ordination with finance for smoothly authorized of orders and invoice approval.

Daily co-ordination with production for smoothly plans of routine dispatch and disclose every day in morning meeting

Daily co-ordination with quality for TPI or smoothly execution of received complain or entered in CCR Portal to plan dispatch and disclose every day in morning meeting

Daily co-ordination with sales / Project team / service team / stores / Logistic for execution of Orders.

7.   Miscellaneous

Guiding newly set-up customer service team with any work issue and supervise of FCPA / TPG.

Supporting sales team with HSN as required during tender, Dispatch of Bank Guarantee, dispatch of documents, etc.

Taking additional responsibility and supporting the CS team if any member is on leave as per mutual agreement.

8.   SOX Audit

Participate every year in audit and represent all desired credential to ensure sales process going on as per procedure, Policies, and standard of Dover.

9.   Agreements

Get distributor / service agreement done on time, validate and ready as per organized stamp paper for every distributor and service provider and keeping a copy with price and annexures to reproduce while asking by auditor or management/sales person any time.