Customer Care Team Lead
BH-234827
Posted: 23/05/2023
- 0
- India Indu Baug
- Contract
-
Manufacturing,Petrochemical
Job Purpose
To provide exceptional service to all organizations customers in India.Build and maintain effective relationships with customers, suppliers, and colleagues regionally. Be the first point of contact for a large portfolio of customers delivering outstanding service every time ensuring a high level of customer satisfaction ensuring KPI’s are met or exceeded. Own and manage customer order processing within agreed SLA’s, pro-actively monitoring and updating all orders throughout the life cycle of request to successful delivery and invoicing. Work closely with colleagues in Asia-Pacific region, and ensuring OTIF dispatch of InterCompany orders to sister sites supporting the Global Scott Bader customer base.Support sales, production, planning and product management colleagues. Pro-actively promote services and products supporting the retention and growth of the Company customer portfolio.
Key Accountabilities & Responsibility
The following list is not exhaustive and other duties and responsibilities of a similar nature may be required:
▪ Prioritise and process customer order confirmations to specified customer requirements within time critical business guidelines and procedures using various in-house tools and systems.
▪ Pro-actively liaise and communicate with third party suppliers and internal departments(Sales, Credit Control, Logistics, Planning, purchasing etc.) to co-ordinate on-time in full despatch of goods, ensuring all required accompanying legal and transport documentation is prepared and despatched in accordance with the applicable Global logistics regulations(Technical/safety data sheets, Dangerous Goods Notes, ADR regulations)
▪ Utilise various internal reporting systems to manage, monitor and communicate with customers and sales colleagues during all stages from order through to successful invoice.Maintain regular, pro-active contact with customers and colleagues in regard to stock, order,and delivery updates.
▪ Provide best-in-class customer service for all queries (including invoice and credit queries),complaints and general enquiries. Investigate and resolve issues in a timely manner and escalating complex matters to the Customer Care Team Leader or Account Manager.
▪ Prioritise own workload whilst understanding the needs of the team and the business overall.
▪ Support Sales and account management team communicating opportunities and risks to the companies existing customer base.
▪ Team worker, effective and clear communicator with commercial awareness and a ‘can do attitude. Sharing best practises and identifying areas for improvement. Builds and maintain strong internal and external relationships.
▪ To undertake any other tasks reasonably requested to meet both the UK sales team and business management objectives.
Skill & Knowledge
Graduate and MBA or Equivalent qualification
With over 90 years' combined experience, NES Fircroft (NES) is proud to be the world's leading engineering staffing provider spanning the Oil & Gas, Power & Renewables, Infrastructure, Life Sciences, Mining, Automotive and Chemicals sectors worldwide.With more than 100 offices in 45 countries, we are able to provide our clients with the engineering and technical expertise they need, wherever and whenever it is needed. We offer contractors far more than a traditional recruitment service, supporting with everything from securing visas and work permits, to providing market-leading benefits packages and accommodation, ensuring they are safely and compliantly able to support our clients.
To provide exceptional service to all organizations customers in India.Build and maintain effective relationships with customers, suppliers, and colleagues regionally. Be the first point of contact for a large portfolio of customers delivering outstanding service every time ensuring a high level of customer satisfaction ensuring KPI’s are met or exceeded. Own and manage customer order processing within agreed SLA’s, pro-actively monitoring and updating all orders throughout the life cycle of request to successful delivery and invoicing. Work closely with colleagues in Asia-Pacific region, and ensuring OTIF dispatch of InterCompany orders to sister sites supporting the Global Scott Bader customer base.Support sales, production, planning and product management colleagues. Pro-actively promote services and products supporting the retention and growth of the Company customer portfolio.
Key Accountabilities & Responsibility
The following list is not exhaustive and other duties and responsibilities of a similar nature may be required:
▪ Prioritise and process customer order confirmations to specified customer requirements within time critical business guidelines and procedures using various in-house tools and systems.
▪ Pro-actively liaise and communicate with third party suppliers and internal departments(Sales, Credit Control, Logistics, Planning, purchasing etc.) to co-ordinate on-time in full despatch of goods, ensuring all required accompanying legal and transport documentation is prepared and despatched in accordance with the applicable Global logistics regulations(Technical/safety data sheets, Dangerous Goods Notes, ADR regulations)
▪ Utilise various internal reporting systems to manage, monitor and communicate with customers and sales colleagues during all stages from order through to successful invoice.Maintain regular, pro-active contact with customers and colleagues in regard to stock, order,and delivery updates.
▪ Provide best-in-class customer service for all queries (including invoice and credit queries),complaints and general enquiries. Investigate and resolve issues in a timely manner and escalating complex matters to the Customer Care Team Leader or Account Manager.
▪ Prioritise own workload whilst understanding the needs of the team and the business overall.
▪ Support Sales and account management team communicating opportunities and risks to the companies existing customer base.
▪ Team worker, effective and clear communicator with commercial awareness and a ‘can do attitude. Sharing best practises and identifying areas for improvement. Builds and maintain strong internal and external relationships.
▪ To undertake any other tasks reasonably requested to meet both the UK sales team and business management objectives.
Skill & Knowledge
- Effective verbal and written communication
- Professional telephone manner
- Effective negotiation and persuasion skills and the ability to deal effectively with people at all levels and from all backgrounds.
- Ability to prioritise and organise a demanding and varied workload.
- Understanding of margin and profit principles
- Ability to work effectively in a team environment.
- Handle and investigate complaints reaching resolution with customers or escalating as appropriate.
- PC proficient, with good Microsoft Office skills and the ability to operate confidently in a computerised environment
Graduate and MBA or Equivalent qualification
With over 90 years' combined experience, NES Fircroft (NES) is proud to be the world's leading engineering staffing provider spanning the Oil & Gas, Power & Renewables, Infrastructure, Life Sciences, Mining, Automotive and Chemicals sectors worldwide.With more than 100 offices in 45 countries, we are able to provide our clients with the engineering and technical expertise they need, wherever and whenever it is needed. We offer contractors far more than a traditional recruitment service, supporting with everything from securing visas and work permits, to providing market-leading benefits packages and accommodation, ensuring they are safely and compliantly able to support our clients.