Customer Service Represent.

Michelin Reifen; Pune District; On-site; INR 300,000 - 500,000; Full time

Job summary

Michelin Reifen is seeking a Customer Service Represent. to manage orders, monitor execution, and address customer requests to meet service commitments and enhance satisfaction.

The role involves capturing orders, coordinating delivery with partners, and proactively communicating with customers on delays or issues, while also exploring up-sell opportunities and contributing to process improvements.

Qualifications

• Manage Order & delivery: captures, records and commits customer orders per needs and SLAs.
• Monitor Execution: liaises with partners to ensure on-time deliveries and service commitments.
• Manage Request: captures requests & claims and provides resolution with follow-up.

Responsibilities

• Proactively alerts customers about delays or issues and works toward resolution.
• Supports sales by identifying up-sell/cross-sell opportunities within orders and portfolio management.
• Applies and improves work methods, adheres to internal controls and embarks on continuous improvement to boost satisfaction.

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