Senior Customer Service Representative
Job Description
Senior Customer Service Representative
BUSINESS: CIRCOR Industrial
LOCATION: Coimbatore, India
DIRECT REPORTING: Head Sales (Industrial Valves)
FUNCTIONAL REPORTING: NA
POSITION DETAILS
Position Summary
The Senior Customer Service Representative is responsible for providing and
maintaining customer satisfaction by establishing a professional and positive
relationship with assigned customers throughout the order cycle of quote, order entry,
products and services, and warranty support.
Principal Activities
• Respond promptly to customer visit requests, calls, emails
• Ensure sales order information is clearly and accurately conveyed
• Work with multiple systems including databases and customer portals (Boeing,
Lockheed, Northrop, Parker Hannifin etc.).
• Foster respect, trust and cooperation with all contacts within and outside of
CIRCOR
• Responsible for order booking and cancellation process as per business
guidelines
• Ensure sales order booking in ERP is clear and accurate as per customer order
• Participate in the internal order review process CORB, at the time of order transfer
for execution
• Ensure Sale Order Acknowledgement is provided to customer within defined
timelines
• Perform open order review with team members and participate in SIOP meetings
to drive the customer delivery needs.
• Oversee the dispatch co-ordination and monitor documentation control against
the orders and shipment to enable the payment collection within agreed due date.
• Handling any post order customer queries, expedite request and customer
complaints, to be communicated with the internal teams and drive for resolution.
• Open communication with team members to share information and knowledge to
drive customer satisfaction
• Follow established guidelines and monitor all activities within the function as per
KPI Metrices
• Collect Market Feedback from customers time to time and share with internal
stakeholders
• Work with multiple systems including databases and customer portals (GE, BH,
BHEL, GRSE, MDL, L&T, Thyssen etc.)
Requirements
CANDIDATE REQUIREMENTS
Knowledge Skills & Abilities
• Demonstrate personal ownership for tasks and follow through
• Strong project management skills, including the ability to prioritize, balance, and
manage multiple efforts
• Experience and knowledge of working in ERP and other major OEM portals
• Good analytical skills and solution-driven thinking
• Ability to communicate effectively across mediums, audiences, and situations
• Ability to drive the internal teams to achieve customer satisfaction
• Knowledge of and experience working with customer and industry-specific
requirements/standards
• Ideally proactive customer service approach, good inside sales and
communication skills with ability to multi-task creatively resolving issues.
• Strong knowledge of Microsoft Office tools and data management ability
Education & Experience
• Graduate / Postgraduate with any specialization
• 8 to 12 Years of experience in Customer Service function
CIRCOR is an EEO Employer of Females / Minorities / Veterans / Individuals with Disabilities