Customer Service Represent.

Michelin North America, Inc.; Pune District; On-site; INR 350,000 - 650,000; Full time

Job summary

Michelin North America, Inc. seeks a Customer Service Representative in Pune to manage orders, monitor delivery, and address customer requests to ensure service commitments are met.

The role involves handling orders, coordinating with partners, and providing timely updates to customers while contributing to process improvements for higher satisfaction.

Qualifications

• Responsibilities include managing customer orders, monitoring execution, and addressing requests to meet service commitments.

Responsibilities

• Capture customer orders and commit to defined SLAs.
• Monitor order execution and ensure on-time delivery.
• Handle customer requests and claims with issue resolution.
• Perform basic root-cause analyses to prevent recurrences.
• Support sales with upsell/cross-sell opportunities.
• Contribute to continuous improvement of processes.

Job description

Customer Service Represent.- - - - - - - - - - - -MISSION : Is in charge of managing orders, monitoring execution and treating customers’ requests to meet service commitment and improve customer satisfaction **KEY EXPECTED ACHIEVEMENTS** Manage Order & delivery • Captures, records and commits customer orders according to customer needs, agreement and defined service level • Proposes product alternatives in case of phase-out or shortage • If relevant, optimizes, plans and coordinates the delivery with customers and partners Monitor Execution • Handles customer orders portfolio and monitors execution • Liaise with the relevant partners to ensure on-time deliveries and service commitment • Proactively alerts customer in case of any event, delay or failure regarding the service commitment and engages in the search for a solution to the customer • Informs and follows up with customers Manage Request • Captures customer’s requests & claims • Analyses and provides issue resolution or appropriate answer • Contacts, follows up and closes the loop with customer • Performs basic root cause analysis and implements corrective actions to eliminate reoccurrences. • Shares recurring problems with the relevant internal partner(s) in order to find solutions Support sales • Seizes opportunity to up-sell and cross-sell in response to Customer orders, requests and portfolio management Apply and improve work methods • Applies standards and procedures (including internal control rules & embargo ....). • Contributes to continuous improvement to enhance work methods and customer satisfaction