Customer Service Leader
6 hours ago
Our client is a well-respected supplier of products, services, and equipment used by pharmaceutical manufacturers. We are looking to hire a new Customer Service Leader (Manager). This is a full-time job with benefits. It is a hybrid job with 3 days in the office (Mo, Tu, We) and 2 days working from home (Th, Fr). Pharmaceutical and/or Food/Nutritional ingredient industry experience preferred. Must have recent managerial experience as this job will directly oversee 4 CSRs in the department.
Primary Responsibilities• Monitor and prepare the budgets for Inside sales considering the current state of repeat business. • Reviews pro-forma invoices and quotations that are prepared by CSR for conversion of sales orders.• Monitors timely booking and error free recording of sales order as per the timelines defined in the SOP.• Track customer complaints from the system and ensure resolution of the same on a timely basis• Reviews customer complaints/queries on a regular basis and manages escalations to ensure closure of complaints/queries.• Leads and coordinates with various departments (Supply Chain Management, Q&RA, Operations) to ensure timely completion of orders in cases where there are delays/escalations• Supports Inside Sales in achieving the defined sales targets.• Coordinate with IT to ensure update of SAP database including Customer Master, Product Master, system improvisation for ease of operations and error free transactions.• Monitors the strike rate of shades, artwork & machine trial samples to examine & analyze the business trend and provide insights for increasing the conversion to TICs
Internal process• Ensure timely preparation & submission of reports as required by internal stakeholders• Conducts internal audits and ensures compliance to defined SOPs as per Q&RA norms• Identify & assess customer's needs to achieve satisfaction• Visit key customers along with TICs to maintain customer relationship• Sampling process, DSO, Dashboard order report, planning and forecast activities - support, monitoring and improvement of all these processes if needed
People development• Ensure proper territory coverage by CSRs• Take overall responsibility for people development initiatives and building up in-house capabilities for the associates within the department• Drive a performance driven culture in the team by timely monitoring, review of performance parameters and feedback to the team members• Contribute towards development of talent for the department by providing subordinates with adequate exposure and growth opportunities to enable readiness for higher roles
Key Result Areas Customer Effort Score (CES) Timely closure of customer queries & complaints Strike rate conversion (through shade, artwork & samples) - plan vs actual "on time dispatch Inside Sales Budget (Plan versus actual)
Key Interfaces• Sales (Regional, Zonal & TICs)• Supply Chain Management (Central Planning, Logistics, Procurement, Plant level SCM) • Quality & Regulatory Affairs (incl. Shade Development)• Customers
Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work. The same would be suitably represented in the Primary Responsibilities and agreed upon between the incumbent, the reporting officer, and HR.
We offer a generous compensation package including base salary, annual bonus, 401K with company match, generous PTO policy, health, and dental insurance, etc.
If you are qualified and interested, please submit your resume todayLearn More
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