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Senior Customer Service Executive

Mumbai, Maharashtra

Action India Pvt. Ltd

Job Description

Support and execute overall process of customer service & related interfaces with customers including understand customer requirement & expectations and drive fulfillment of the same through effective, timely and ongoing customer communications with respect to order acknowledgment, order visibility, shipment visibility, promise dating, special conditions etc. Drive customer engagement programs & differentiated customer services with respect to Focus Accounts, Key Accounts, Platinum accounts etc.

Rigorous monitoring for receipt of customer orders through Purchase Orders / Web Order Processing / emails, order validation, order entry into SAP and onward execution of the same. Exercise necessary controls with respect to backorder hygiene, order completeness, customer promise date, pricing / taxation / related checks etc. Validate/ plug inputs and resolve discrepancies (internal/ external stakeholders) and 100% adherence to Audit related Order Management guidelines

Visiting Customers- Understanding & resolving issues.

Implementing business strategies to enhance service reach and effectiveness on a wide range of products, achieve pre-set targets while ensuring accomplishment of business goals.

CAS (Customer Allegiance Score): Consistently monitoring and achieving CAS Score on monthly basis and devising plans to improve target scores with Projects and actions.

Updating exceptions on Product Deployment/Customer Deliveries. Highlight all failures/ likely failures & taking timely actions collaboratively to mitigate any further occurrences.

Review Make to Orders and Coordinate with Planners for tracking delivery timeline/ status for Non Stock Keeping Units.

Review Costs: Premium Freight Spends (Air/ Cargo), CST Billing and initiate improvement actions.

Participate in monthly Sales Inventory Operations Planning ( SIOP) and provide inputs and ensure timely actions of closure.

Communicate and ensure implementation of company strategies across regions for uniformity.

Company Description

Cross Roads India Assistance, India’s first and largest road side repair assistance service... provider. Established in 1999, we have by our side 13 years of ground fleet management experience. We attend to over 1100 road side repairs every day and had so far handled over 1.5 Mn road side repairs. We are also recognised as a critical service provider under social security category hence we have been allotted with a four digit number 1922 for the safety of the general motorist.  Read full description

Additional Information

Last updated:
Job type:
Full time
Position type:
Minimum experience:
Between five and ten years
Compulsory Education
Salary range:
₹ 4,00,000 - ₹ 8,00,000 / Yearly (Gross Pay)
Jobs in Logistics / Purchase / Supply Chain / Procurement
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