Customer Service Specialist

Idex; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

Idex is seeking a customer service and order entry professional to deepen relationships and ensure accurate, timely order fulfillment from Mumbai. You will coordinate with sales, quality, operations and shipping to resolve issues quickly and maintain healthy accounts.

The ideal candidate has 5–7 years in manufacturing customer service, experience with contract reviews and sales forecasting, and a proven track record of improving processes and cross-functional collaboration.

Qualifications

• 5-7 years of customer service & order entry experience in a manufacturing company
• Bachelor's degree preferred
• Contract review experience
• Proven experience with plan and forecasting sales preferred
• Experience connecting engineers & management at a customer with internal counterparts
• Led projects that improve the department and relationships with customer

Responsibilities

• Deepen customer relationships by maintaining regular contact to understand their business and listen for issues before they become problems
• Identify improvements that would allow us to better serve our customers
• Identify root cause of customer issues and work with the organization to correct them
• Act as primary point of contact for Sales and customers by organizing efforts between Quality, Operations, and Shipping to rapidly resolve customer issues
• Support sales team by providing catalog and contract pricing for inbound RFQs

Skills

ERP

CRM

MS Office

Forecasting

Pricing/Price lists

Education

Bachelor's degree

Tools

MS Office

ERP

CRM

Job description

Role & responsibilities

1. Deepen customer relationships by maintaining regular contact to understand their business and listen for issues before they become problems.
2. Identify improvements that would allow us to better serve our customers
3. Identify root cause of customer issues and work with the organization to correct them.
4. Act as primary point of contact for Sales and customers by organizing efforts between Quality, Operations, and Shipping to rapidly resolve customer issues
5. Support sales team by providing catalog and contract pricing for inbound RFQs

Major Challenges:

1. Resolve Contract discrepancies / disagreements.
2. Coordinate efforts between multiple departments to provide quick, thorough responses to our customers inquiries.
3. Act as the main point of contact for our customer in all escalated situations.

Preferred candidate profile

1. 5-7 years customer service & order entry experience in a manufacturing company.
2. Bachelors degree preferred
3. Contract review experience
4. Proven experience with plan and forecasting sales preferred
5. Has experience connecting engineers & management at a customer with internal counterparts
6. Has led projects that improve the department and relationships with customer

Proven expertise growing accounts

Skills:

1. ERP, CRM & MS office experience
2. General awareness of manufacturing & impact to inventory, shipping, vendor management, etc.
3. Pricing/price list fluency
4. Familiarity with customer drawings & specifications
5. Ability to collect & analyze business data
6. Customer portal management

Personal Attributes:

1. Driven self-starter
2. Goal oriented
3. Pleasant, constructive communication
4. Strong attention to detail
5. Tenacious
6. Excellent cross-functional skills
7. Organized
8. Quick learner

Adaptable to changing environments