Customer Service Team Lead

Job Description:

KEY ACCOUNTABILITIES
Role Overview
The Customer Service Team Lead is responsible for leading a team of Customer Care Specialists and works to ensure timely and effective completion of work. This role involves leading others, prioritizing, scheduling, and delegating work, and improving performance to ensure timely and cost-effective completion of sales and services support. Responsible for motivating and elevating the performance of the team to achieve targets of defined performance metrics while driving process efficiency and controlling costs. Ensures critical customer-facing activities are addressed and linked to the business performance.
Tasks/Responsibilities
The task domain typically includes the following responsibilities:
Monitor the team’s workload for timely and accurate processing; ensuring effective best practices are applied within the business environment.
Collaboration with other departments to resolve complicated issues & issues which require special attention.
Provide recommendations to the Customer Fulfillment & Process Leader relevant to the improvement of policies and procedures.
Handles escalated customer issues and ensure timely resolution to these issues.
Ensuring business process with compliance to law of land , EHS policies , Business Code of Conduct and Compliance to SOX.
Prepare and maintain customer data in all relevant systems to enable an efficient execution of the order to cash process. This includes customer master data, outline agreements, prices, terms, commissions, rebates .
LC procedure & Coordinate with Finance and Bank for timely documents submission to ensure Zero discrepancies

Ensuring that OTIF is maintained effectively

KEY REQUIREMENTS:

Education: Bachelor’s Degree any discipline
Experiences:
Minimum 5 to 8 years of experience in Customer service & Order Management role.
Good Hands on experience of Word/Excel & Power point.
Knowledge of ERP (SAP) Sales & Distribution Module
Excellent exposure and knowledge of LC transactions and Export transactions and Export documentation
Exposure to LC and Export handling

Know-how & Skills:
Should have good Communication Skills (English and Hindi)
Export & Direct Indent Sales Documentation Knowledge
Good Team Player
Knowledge on E-biz portal, Customer complaint System, GTS, SAP

Additional Locations: