Manager - Customer Service & Order Management

Job Description

Responsibilities:

Revenue attainment: Support revenue attainment for LSI stock-and-sale businesses comprising chemicals, consumables, Equipment etc. through meticulous backorder management, collaboration 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: Be responsible for 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: Be responsible for the process of customer service & related collaborate with customers including 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, Platinum accounts etc.

Driving Customer Allegiance Score (Order Fulfillment): Lead the design & 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 .

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 improve customer experience & drive productivity.

People Management:

Lead, coach, and mentor the order management & customer service team w.r.t. Goal setting / alignment, performance reviews, learning & development, career mentorship & support and effective supervision to create a dedicated, engaged, and motivated team.

Personal Capabilities

• Customer orientation
• Accountability, proactive thinking, flexibility, business acumen
• Excellent Communication and Analytical Skills
• Influencing Skills, Cooperation, Leadership & People Development
• In depth working knowledge of CS & SC
• Fully conversant in SAP OTC CS related transactions & reporting functions
• Able to withstand pressure
• Excellent organization & time management skills
• Able to make timely informed decisions
• Relevant language skills