Customer Service Officer

Education : B.Com / M.Com/Diploma in Logistics & SCM (Preferred)

Experience : 3 to 4 Years of professional experience

Job Purpose :

Being at a very first stage of the order booking, it is utmost important that we get correct Purchase order from customer, get it validated for agreed terms and conditions (Payment term, Delivery term, Currency, Price, Trade discount etc) and then keyed correctly in SAP to avoid any mistakes at the later stage of time. Send Order acknowledgment copy to customer on time. Also the on time feedback to the customer helps in maintaining the cordial/healthy relationship with the customers.

Order booking in SAP against customer's Purchase Order

Coordination in between Sales Eng., Factory CS & Customers for smooth operations

Follow up with Factory CS, Log for timely execution of material as per Customers RGI / GI.

Key activities :

1. Receipt of Purchase orders by mail from end customers (OEMs, Distributor etc)
2. Scrutiny of orders for correctness and completeness for agreed terms and conditions (Payment term, Delivery term, Currency, Price, Trade discount etc)
3. If PO are based on ZMCP Price, booking of Sales order in SAP . If order need to book on Special Price, Maintaining ZLST price in SAP based on price approval and get it approved from PM.
4. Aligning with sales / Factory / Customer for any special actions on the orders.
5. After Sales order booking, send Order acknowledgment copy to customer on time.
6. Coordinate with Factory CS for GI /confirmation alignment, incase deviation.
7. Coordinate with Factory CS for DN creation as per GI or RGI.
8. Logistics co-ordination for shipments.
9. Communication to customers on order status, open orders and Priority order status on time to time.
10. Checking and updating the customers master data (Email, phone no etc) on time to time in SAP in consultation with BA team.
11. Sample order processing and handling.
12. Handling of customer complaints & return shipment.
13. Keeping monthly track of MIS and defined KPIs.
14. Monitoring accuracy of orders placed by customer and timely updating to management.
15. Sharing DN report with Distributor for complete shipment consolidation.
16. On time sharing of DN details from Germany warehouse to get the FF details from customer.
17. Issuing Proforma invoice to Advance customer & follow up for payment before releasing the DN.
18. Customer Portal usage - ASN preparation & Data file creation for some specific customer.
19. Responsible for customer's EDI management as & when / where applicable.

Key Result Areas / Accountabilities-

1. Order Processing
2. Internal and External Co-ordination
3. Visiting Customers
4. Booking Quality Notifications
5. Monthly MIS and KPI review