Assistant Manager - Customer Service

Yokohama-ATG; India; On-site; INR 600,000 - 800,000; Full time

Job summary

Yokohama-ATG in Mumbai is seeking a Customer Service professional for Europe (Delivery Management, Customer Facing) to manage Order to Cash and act as the single point of contact for Europe customers.

The role requires experience in manufacturing customer service, strong English communication, and Excel expertise (VLOOKUP, Pivot). It reports to the Lead - Customer Service (Europe).

Qualifications

• Graduation is required.
• Course in Import & Export management or related field preferred.
• Strong English communication.
• Proficient in Excel including VLOOKUP, Pivot, and Macros.

Responsibilities

• Reply to customer/desk manager queries within 1 working day; provide reason and ETA when necessary.
• Review dispatch planning reports and monitor on-hold containers; coordinate with dispatch planners.
• Cross-check customer details in dispatch plans to ensure correct factory data.
• Coordinate new order receipts and confirmations; ensure timely replies within 2 working days.
• Verify order details at confirmation and issue dummy invoices where applicable.
• Ensure shipment documentation is sent on time and follow up if delays occur.
• Follow up for payments on final documents held for payments.
• Review loading lists and share with customers/desk managers.
• Coordinate filler requirements for shipments awaiting small quantities.
• Daily follow-up with overseas counterparts for any pending issues.

Skills

Order management

Excel skills

English communication

MIS reports

Import Export

Job description

Job Description Form

Job Description Form

Job Role: Customer Service - Europe (Delivery Management Customer Facing )

Departments: Europe

Job Code

Location: Mumbai

Reports To: Lead - Customer Service (Delivery Management Customer Facing - Europe)

Key Stakeholders (Option depending upon the role): Frequency (Occasional/Frequent/Continuous)

Job Purpose Statement

To maintain Order to Cash flow in accordance to our rules and regulations. Becoming ‘One point of Contact’ for all requirements of customer.

Organisational Relationship

Provide an organisational chart which illustrates the role structure above and below and parallel to this position.

Duties & Responsibilities

• Daily Activities
  • Pending Customer/Desk manager revertals on queries and issues: All mails to be replied within 1 working day. Wherever time required for exact response is higher, reply back stating the reason and expected time.
  • Review dispatch planning reports and check on-hold containers for respective customers, follow up for release with concerned person. Explore possibility of planning additional containers with dispatch planners
  • Cross check all customer details in dispatch planning report to ensure there are no wrong details sent to factory
  • Co-ordinate for new order receipts and confirmation, ensure timely confirmation within 2 working days.
  • Check all related order details at time of confirmation, Send dummy invoices wherever applicable
  • Ensure documentation of shipments is sent on time, if not received on time, follow up for same
  • Wherever final documents are held for payments, follow up for payments to be made
  • Review loading lists and forward to customer/desk managers.
  • Co-ordinate for filler requirements wherever containers are ready for shipments but held up for small quantity – User customer level sale specific free stock circulated by dispatch planners
  • Daily check with all overseas counterparts (Desk Managers) for any pending issues missed
  • Escalate matters wherever necessary at right time
• Weekly Activities
  • Send Backorder details to customers AND/OR Desk Managers in 3 categories: Overdue, Current, Future
  • Send free stock to customers AND/OR Desk Managers. Free stock needs to be as per customer sales history to enable them place orders as per their requirement
  • Concall with respective Desk Managers. Send List of points to be discussed before the call (preferably One day prior) along with status of action items discussed in previous call. After call send the Minutes of meeting with action items, timelines and person(s) responsible
  • Updating customers/desk managers with shipment tracker showing shipment made in last week and plan for next week
  • Follow up with production planning team in case of critical sizes awaited from production which are delaying shipments
  • Review on time Delivery (OTD) score of respective customers and analyses cases for low scores. Follow up for dispatches due next week to ensure on time Delivery.
  • Update customer complaints data with new complaints, progress on previously received complaints
• Monthly Activities
  • Review Backorder status and check for overdue and critical orders before month production plan is released. Also suggest priority for production in case of critical items
• Event Based
  • Pricing changes
  • Any co-ordination required for new customers or process change for existing customers
  • Seasonal orders/Special orders tracking

Schedule A

Key Result Areas

• 95% of Orders Promised for shipment for the month at the beginning of the month to be achieved in the month-
• Conversion of Partial Loads - 90 % by every Month
• Sales from Free stock
• Follow up on Urgent Size shipments - to be created month on month on basis of the Opening Back order
• MOQ Conversion - 60 % Conversion on the opening Back Order
• Remittance and Closing of CN of more than 3 months
• Reduction of Issues of CN for Pricing Issues
• Credit Limit Check for loading of Containers - Zero deviation
• Influence New customers for turning around orders in minimum lead time - Shipment within 4 weeks from the Order Received
• Complying the Audit and SOX related issues -

Decision Making Authority

• Can be merged with duties & Responsibility

Educational Qualification

Skills

Skills & Knowledge

• Any Graduate
• Need to have done a course of Import & Export management or anything else which is relating to customer service and SCM
• Good English communication skill
• Should have good knowledge in Preparing MIS Reports in Excel, using VLOOKUP, Pivot, Macros and other excel tools.

Competencies

Behavioral

• Customer Centricity
• Stakeholder management
• Interpersonal skills

Work Experience

Functional

• 4 to 5 years of experience in customer service, with offshore customer handling experience
• Worked with a Customer service profile in a Manufacturing Unit.
• MS office