Customer Service Executive Chennai

• Is the main Customer contact on all operational aspects (except sales negotiation) and aims at providing a best in class service.

• Handle Customer calls so as to provide a best in class service (no loss calls, waiting time close to 0, professional, friendly and helpful manners etc.)

• Receive and process Customer claims and questions in VS standard tools (valeocare4u), assign them to the adequate department if needed, follow the customer issue until resolution and answer to the customer.

The customer coordinator will use VS quality tools to handle customer issues, each time necessary (QRQC). Keep the customer updated on the progress of his demand / issue.

• Ensure customer satisfaction through proactive actions and key account follow up

• Update VS CRM (valeocare4u) so as to ensure complete trackability of the customer relationship (contact up date, call activity, claims, etc..)

• Is responsible for Sales Administration operations and process

• After analysis of order compliance with VS sales conditions (incoterm, payment terms, compliance with national and applicable international laws,.

• of the required delivery date, ensure perfect integration of the order in the division IT system (ERP)

• Follow order processing in VS system : stock allocation, outbound delivery creation, invoicing, direct delivery and liaise with other departments so as to ensure perfect management of the customer order from data entry to receipt in the customer premises.

Record lost sales. Process order cancelation in cooperation with concerned departments (procurement, local logistics, etc...)

• Organise and / or check shipping operations (set up proper documentation, inform freight forwarder, etc..) according to customer requests and legal constraints.

• Process customer returns in line with the division's service offer, in SAP, keep customers informed and follow return treatment.

• Maintain updated customer database (accounts data in SAP, contact data in valeocare4u).

• Follow up sales data and implement all necessary actions to reach the division’s target (budget, quality, etc..)

• Archive regularly all Sales Administration Document.

• Support Sales force by providing them all necessary information related to customer accounts, back orders, customer feedback etc..

• Participate actively to process improvements and liaise with other departments to allow smooth information flow and high services standard

• Promote and support implementation of electronic services at the customer side to improve quality of service (TecCom, TecWarranty, Techinvoice, DesAdv, etc...).

• Promote and support implementation of logistic services towards the customer : direct delivery, order book analysis, specific packing instructions etc...

• Actively participate to the division line and plant QRQC

• Liaise with the different departments concerned by Customer related operations in order to ensure a smooth communication flow and best in class service ( Logistic department, warehouse, finance department, sales, etc...)

• Maintain a good knowledge of sales administration SAP operations and support implementation of process improvements in the system.

Customer Service Coordinator may be asked to perform any other duty in relation to customer relationships, customer data maintenance, logistics, or sales administration by chain management.

The above list is not limitative.

Engineering school or equivalent Read more