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49 Kohler Jobs
Senior Executive Customer Service
5-7 years
Gurgaon / Gurugram
1 vacancy
Senior Executive Customer Service
Kohler
posted 2 days ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
BASIC FUNCTIONS:
Customer Service responsibilities In charge of organizing Customer Relations in SSA. This is both an operational and a strategic role. You ensure execution of strategies and tools aimed at improving customer satisfaction with Kohler SSA products and services are implemented.
Order fulfilment - Customer Service:
Create sales orders for intercompany orders after obtaining POs or relevant approvals from Finance of orders confirmed by sales.
Handling customer & sales team queries and ensure to provide solutions on their queries.
Ensure timely sales every month by overseeing the dispatch plans like tracking vessel schedules, cut-offs etc.
Execute allocations in relevant orders by coordinating with planning team.
Execute regular clean-up of sales orders.
Execute sales order tracker to ensure clear communication to sales team and customers.
Collaborate with India logistics team to ensure timely availability of forwarders.
Coordination with warehouse team to manage picking and packing of materials, and container load.
Coordinate with Finance for releasing shipments for packing purposes.
Coordination with CHA for checklist, custom clearance and shipping bill
Follow up for ETD/ETA schedule with nominated agent and follow up for Draft BL and share Draft with concerned stakeholder for approval.
Responsible for Pre & Post Documentation, preparing export Invoice, packing List, tracking Shipment, Letter of credit, CHA, freight forwarders & Shipping Agents regarding shipments in coordination with warehouse, finance, sales, CHA, forwarder and customer
Keeping track of remittances received and providing settlement instructions to Banks Invoice wise
Coordination with finance for the tracking of LC documents movement, submission and checking the final completion of all formalities for the Banks, DGFT etc.
Maintaining shipment tracker for dispatches done and sharing with sales team
Preparing SI (Shipping Instruction) draft to share with sources and local agents Ensure timely inspection of goods relevant to countries by the inspection agencies.
Closely monitoring the quality of each customer case and personally managing some escalating cases.
In conjunction with cross-functional departments (Sales, Technical services, Logistics, Marketing, IT, etc.), initiate or participate in reorganization or operational optimization projects.
Standardize, homogenize and share processes and best practices from the group and different customer service centers.
Develop and update dashboards indicating customer service work, workload ratios, order processing speed.
Follow up with CHA & DHL and logistics service providers for bills and on outstanding and reconcile with the bill s tracker.
Scrutinize bills in accordance with RFQ/contract or approval and supporting docs.
Obtain approval in accordance with the auth. matrix, and once approved, forward bills to finance for processing.
Sending the bills to the auditor for verification, and coordination with them if any query is raised by them.
Maintain tracker for Forwarders, CHA, DHL and logistics service providers bills. Circulate Provision amount with finance to book expenses every month for SSA shipments
RELATIONSHIPS AND CONTACTS:
Supervisory relationships:
Customer Service & Planning Lead Sub-Saharan Africa
Organizational relationships:
Works closely with Sales, IT, Marketing, Operations Warehousing, Purchasing, Systems, Accounting, Marketing, New Product Development, and Quality Control.
External business relationships:
Contacts with distributors and other customers, IT service providers, forwarders, custom house agents.
EDUCATION AND EXPERIENCE REQUIREMENTS:
Minimum college degree level, preferably in Supply Chain or Materials/Logistics Management
Technical competencies:
Good knowledge of and practical experience in sales administration procedures, payment methods and logistics
Informed about the business sector, products and company customers
Fluent English
Knowledgeable about sales administration software (i.e. SAP)
Advanced Excel skills
Personal attributes:
Team player
Customer contact: listening, communication and sense of service skills
Strongly proactive and dynamic
Handles stress well
Observant with good listening skills
Analysis and critical thinking abilities
Drives proposals and takes initiatives
At ease presenting complex subject
Employment Type: Full Time, Permanent
Read full job description
What people at Kohler are saying
Senior Customer Service Executive salary at Kohler
reported by
4
employees
with 4-6
years exp.
₹4.7
L/yr - ₹5.5
L/yr
34%
more
than the average Senior Customer Service Executive Salary in India
View more details
What Kohler employees are saying about work life
based on 914 employees
Flexible timing
Monday to Friday
No travel
Day Shift
Kohler Benefits
View more benefits
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