Senior Customer Excellence Specialist

Senior Specialist - Customer Excellence

Work Flexibility: Hybrid

This role is responsible and accountable for providing support on customer excellence team responsible for managing order flow and information on different types of orders which includes sales order , consignment orders , billing . This role must have complete understanding of order to cash cycle and will have to do continuous improvement in the cycle to reduce touch points of order for automation of process keeping customer service as priority . Individual handling this role must collaborate with different function to drive KPI of Customer Excellence with respect to accuracy of order booking, OTIF and continuous improvement projects. This role will be responsible for driving key metrices of CE with daily operational challenges.

Key Responsibilities Area :

• Responsible and accountable for all Sales and consignment orders execution in JDE Oracle /IWOS and other CE related tools.
• Compliance of all company and business policies while order execution and ensuring proper flow of information.
• Manage all communication of customer excellence team related to sales order, product availability, shipment related information and routing other queries to right function.
• Verify all order lines and prepare status report for all sales order from receiving of order to final delivery.
• Supporting sales team as Single point for contact for all sales order related enquiries, product availability queries and any expedition required in rush orders.
• Monitor and evaluate all order issues and resolve discrepancies to ensure accurate billing.
• Processing of customer return and ensuring compliance to policy.
• Timely debit /credit note generation related to any discrepancy or product return as per policy and effectively communicating to stakeholders
• Provide and interface with finance, sales, planning department for all customer excellence related process.
• Evaluate all weekly, monthly, and yearly metrices for continuous improvement of Order to Cash cycle.
• Identifying and raising tickets with IT for identified areas of continuous improvement in CE process.
• Providing interface with IT Department for CE process improvement projects, ensuring testing in Oracle and implementation of solution with stakeholders.

  

Competencies and experience:

• Minimum 3 year of experience in supply chain operation or customer service.
• Knowledge of order to cash cycle and related experience
• Demonstrated experience in structured problem solving .
• Experience in working across cross functional teams.
• Skilled in Ms Excel /ERP end user

Educational Qualification :

• Engineering / Graduate /Supply chain Graduate

Travel Percentage: 20%

Experience Level

Senior Level