Supervisor Customer Service

Donaldson Company; Gurgaon; On-site; INR 700,000 - 900,000; Full time

Job summary

Donaldson Company in Gurgaon is seeking a Supervisor – Customer Service to lead the customer service operations for MS customers, monitor on-time delivery, and resolve order-related issues. You will coordinate with Operations, Quality, Finance and Logistics to maintain data accuracy, review pricing, and support end-to-end order booking and scheduling.

You will manage a team, set daily objectives, ensure timely responses, and drive improvements through training and process enhancements.

Qualifications

• 5-6 years of relevant experience in customer service leadership.
• Experience coordinating with Operations, Quality and Logistics.
• Strong data management and process improvement mindset.

Responsibilities

• Oversees and monitors customer service operations for MS customers.
• Maintains OTD targets and coordinates with internal teams.
• Manages customer portals, pricing updates, and scorecards.
• Ensures timely responses and issue resolution without escalations.
• Supports sales in achieving targets through order management.

Skills

Oracle Experience

Daily problem solving

Handling & mentoring Team

Dealing with OEM customers

Education

Degree/Diploma

Tools

MS Word

MS Excel

Job description

## Supervisor Customer ServiceApplylocations: Gurgaontime type: Full timeposted on: Posted Todayjob requisition id: JR-26628Donaldson is committed to solving the world’s most complex filtration challenges. Together, we make cool things. As an established technology and innovation leader, we are continuously evolving to meet the filtration needs of our changing world. Join a culture of collaboration and innovation that matters and a chance to learn, effect change, and make meaningful contributions at work and in communities. **Key Responsibiliites**:* Oversees and monitors the customer service operations and act as primary liaison with MS customers for routine supply chain operations, order status updates, and issue resolution. Attend compliance, and process enhancement trainings; implement relevant initiatives at the plant level for team in DIFS.* Maintain and track OTD (On-Time Delivery) targets, coordinating reviews with internal teams such as Operations, quality, Finance logistics etc).* Manage customer-specific supply chain portals and update key data as per SLA requirements.* Maintain all commercial correspondence and serve as the first point of contact for assigned customers. Coordinate with global pricing team for updating of pricing in system. Coordinate with MS customers for customer surveys and score cards.* Plans and establishes day-to-day objectives for team for managing end-to-end order booking and execution processes, including supply chain planning for assigned MS customers.* Assigns tasks to a team to achieve operational targets (example- set TAT for order booking in system from customer portals and timely response to queries and effective resolutions without escalations).* Support sales team in achieving monthly, quarterly, and annual sales targets through seamless order management and customer coordination.* Manage end-to-end order booking and execution processes, including supply chain planning for assigned MS customers.* Share invoices and dispatch details with customers and ensure alignment on delivery schedules.* Maintain and track OTD (On-Time Delivery) targets, coordinating reviews with internal teams.* Act as primary liaison with MS customers for routine supply chain operations, order status updates, and issue resolution.* Attend global SCM, compliance, and process enhancement trainings; implement relevant initiatives at the plant level for assigned business units.* Monitor order availability, production schedules, and supply status, ensuring timely communication with customers.* Coordinate with customers and internal quality team for monthly score card gap analysis.* Coordinate with MS customers for bi-yearly customer survey.* Coordinate with Import and Logistics teams for availability of imported materials and with PPC, Purchase, and Logistics teams for local parts.* Handle customer quality concerns, in-transit losses, and damage claims in collaboration with Quality and Logistics teams.* Ensure timely receipt of monthly schedules from customers and followed up proactively to avoid disruptions.* Coordinate with global pricing team for updating of pricing in system.* Manage customer-specific supply chain portals and updated key data as per SLA requirements.* Process credit notes and coordinated with finance for customer claim settlements.* Facilitate new customer onboarding and credit proposals using centralized MDM platforms.* Maintain all commercial correspondence and served as the first point of contact for assigned customers.* Confirm monthly sales recognition in coordination with finance and sales teams.* Collaborate with planners to input and maintain accurate forecasts in the system**Education Qualification:*** Degree/Diploma**Technical Competence & Skills:*** Oracle Experience* MS word/Excel**Leadership Competence:*** Handling & mentoring Team* Daily problem solving* Dealing with OEM customers**Relevant Experience:*** 5-6 years**Others (% of travel, language, etc.):*** Hindi, English