Gilbarco Veeder-Root India
Location
Coimbatore | India
Job description
Purpose of Position: Responsible for managing orders from global customers. This position will contribute to establish & maintain best practices in order acceptance to delivery for export customers in MEA and SEA Region. Shall be responsible for handling the revenue requirements of exports.
Key Responsibilities ▪ Support and execute overall process of customer service & related interfaces with customers including order processing (after understanding customer requirement & expectations) and drive fulfillment. ▪ Drive continuous improvement in customer support processes, policies, and procedures, and identify opportunities to enhance the customer experience. ▪ Identify and address customer issues and complaints, and work with the regional customer & sales support team to resolve issues in a timely and effective manner. ▪ Handle customer complaints in accordance with company / business procedures & work closely with Technical Support/Quality-CDT&R team and track complaints through resolution including arranging replacement of warranty spares. ▪ Participate in S&OP process with Planning, Finance & Regional teams; have alignment on forecast and delivery expectations and work on execution of agreed S&OP plan. ▪ Monitor key performance indicators (KPIs) such as OTD, FG inventory, Revenue, and act for improvement where necessary. ▪ Collaborate with cross functional teams to ensure that customer needs are met, and issues are resolved effectively. ▪ Take ownership and be accountable for meeting on time delivery and revenue target. ▪ MIS & Business Insights – Monthly KPI reporting, sales vs forecast accuracy analysis, variance analysis. ▪ Manage accurate shipping documentations (pre & post shipment) including letter of credit & timely disposal. ▪ Close Networking with Cross Functional team viz. Sales, Planning, Engineering, Sourcing, Logistics, Finance /Tax, Global Product Management & Leadership team. . Education & Experience: • Total experience of 12+ years export order handling in MNC environment. Exposure of managerial experience in customer service/supply chain management will be an added advantage • Bachelor’s degree in any discipline + Post graduation diploma/degree in International Trade. • Overall expert knowledge of the Import and Export trade including compliances and understanding of the Shipping industry. Background & Skills • The ideal candidate must possess solid knowledge of international Trade including compliance, expertise in handling Letter of credit, export logistics and shipping and shipping documentation. • Excellent communication and interpersonal skills, with ability to collaborate effectively with stakeholders at all levels of the organization locally and globally. • Expertise in MS-Office, proficient in SAP (SD & MM) • Result Driven and Customer focused. Ability to work under pressure and handle multiple tasks simultaneously in a timely manner. • Strong problem-solving skills and the ability to handle customer complaints and escalations. • Strong analytical skills and the ability to leverage data and metrics to drive insights, identify trends, and make data-driven operational decisions. • Strategic mindset with the ability to think critically, anticipate challenges, and develop innovative solutions to complex operational issues. • Proactive, results-oriented, and adaptable, with a strong ability to prioritize and manage multiple projects simultaneously in a fast-paced environmentJob tags
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