Customer Service officer/Executive

Sika is a specialty chemicals company with a leading position in the development and production of systems and products for bonding, sealing, damping, reinforcing, and protecting in the building sector and motor vehicle industry. Sika has subsidiaries in 101 countries around the world and manufactures in over 300 factories. Its more than 27,500 employees generated annual sales of CHF 10.49 billion in 2022.

Title              :        Customer Service Executive 

Department:       Operations & SCM

Location      :        Turbhe Plant

Reports To :          Customer Service Manager

Overview

Customer Service Executive plays a vital role in the successful working of an organization. A person in the profile handles and processes customer queries through phone or email. Good communication and interpersonal skills are extremely the key priorities to apply for the profile.

Duties and Responsibilities:

• Receipt and acknowledgement PO from customer- Process the customer requirement in form of Sales order in ERP (AX09) and Schedules and manage communications back to Customer.
• Co – Ordinate with factory and get dispatch date and schedule - Coordinate with Cross functional team for better stock availability and meet OTIF (On Time in Full Target)
• After dispatch inform to customer dispatch detail - Manage Communication with Customer on Requirement with help of Cross Functional Teams
• Answer calls professionally to provide information about products and services, take/ cancel orders, or obtain details of complaints - Drive complete Order Management Process for the Business.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken -Record keeping of Customer related Communications.
• Follow up to ensure that appropriate actions were taken on customers' requests- Work proactively on Customer requests and take these to the satisfaction level
• Refer unresolved customer grievances or special requests to designated departments for further investigation.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Develop MIS and provide details to concern
• Inventory Management … FIFO, Excess Inventory and Support Business and Operations managing especially on Slow Moving and Non-moving.
• Monthly/ quarterly accounts statement and balance confirmation from customer
• Item Creation, dispute Management on Product Complaints/ ICCF management

ACADEMIC QUALIFICATION:

Graduation in any discipline with professional experience in manufacturing industry.

KNOWLEDGE & EXPERIENCE:

With about 1 to 3 years’ experience. Basic & Advanced Excel skill is mandatory

COMPETENCIES:

               Behavioral

• • Creative problem-solving ability & High level of self-motivation.
  • Personality with strong written & verbal in English and Hindi communication.
  • Time management and ability work office hours smartly.
  • Team worker with the ability to influence cross-functional teams and supervisor.
  • Good basic commercial knowledge from PO to payment process.
  • Quick learning capability of product knowledge and applications.

ACADEMIC QUALIFICATION:

Graduation in any discipline

We are looking for candidate with Good communication Skills & having good exposure in Excel- V lookup, H lookup & Pivot Table.