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Job Description
Position Summary
As a Customer Service Specialist I you will provides technical and medical information, and/or performs intake of adverse events/ product complaints with quality customer servce. Analyzes and researches inquiries and documents interactions according to organizational, client and regulatory guidelines. The information provided will be given to a level in parallel with the individual’s expertise, experience and training.
Responsibilities:
The above position is for LSI Equipment Business in Customer Service and desired candidate will have following responsibilities:
Revenue attainment: Support revenue attainment for LSI stock-and-sale businesses and Other south Asia businesses comprising Equipment etc. through rigorous backorder management, close coordination with cross-functional teams including Planning & Procurement, GC Manufacturing sites, Channel Management, Commercial team, AR, Warehousing & Distribution team etc.
The Customer Segment would involve lot of Direct and Key Customer Accounts of those businesses.
Order management: Oversee the overall process of receipt of customer orders through POs / Web based orders / emails, order validation of Direct Customers ,Key Customers , order entry into SAP and onward execution of the same. Exercise necessary controls w.r.t. backorder hygiene, order completeness, customer promise date, pricing / taxation / related checks etc.
Customer service: Understand customer requirement & expectations and drive fulfillment of the same through effective, timely and ongoing customer communications w.r.t. order acknowledgment, order visibility, shipment visibility, promise dating, special conditions etc. Drive customer engagement programs & differentiated customer services w.r.t. Focus Accounts, Key Accounts etc.
Driving Customer Allegiance Score (Order Fulfillment): Execution of the OF CAS improvement programs for Key Business under LSI for Direct Customers and other Key customers assigned. Act as the Process Champion to drive OF CAS improvement across various businesses in close coordination with other Business Supply Chain Leaders to meet / exceed planned OF CAS scores. Drive Supply chain Strategies for all Customer Service & Order Management related action items in coordination with other Business Supply Chain Leaders to drive transformational change.
Analytics: Should be able to drive through and implement strategies & processes using capabilities such as Data Science, Machine Learning, tools like RPA's etc. to enable capabilities of digital initiatives to create experience of Customer Delight & also helping internal organization in terms of productivity in terms of automations etc.
Driving work-flow solutions & productivity: Oversee effective deployment of work-flow solutions (SAP & non-SAP based) w.r.t. lead management, customer contact center, centralized customer complaints management system (CCMS), web-order portal (WOP) etc. to enhance customer experience & drive productivity.
Customer complaint Management System: person will be responsible for handling customer complaints and resolution within said timelines without impacting customer experience.
Key Metrics:
Customer Allegiance Score for Order Fulfilment
Fill Rate %, Coverage %
Customer Service – OTIF
CCMS – Within TAT
Inventory –, Excess & Obsolete
Revenue - % Revenue Forecast Achievement
Driving improvements through PPI project.
Minimum Qualifications / Skills required:
Minimum Experience of 1-2 years in relevant positions with above required skills and abilities. Chemical or Bioscience Background preferred, with experience in areas such as Value Stream mapping, PPI, Lean, Six-Sigma methodology
Minimum Qualification: MBA/Engineering Degree with 1-2 years relevant experience is preferred.
Should have strong inter-personal skills.
Innovative and ability to take challenges.
Extremely good Analytical skills.
Excellent oral and written communication and coordination skills
Familiar with SAP ERP operating systems and MS Office
Will be added advantage if handled Direct Customer /KA’s Customer Service from Chemical or Bio Science Industry and driven specific operations projects on Service /Deliverables.
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