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Website      www.firmenich.com/
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Customer Service Executive

A customer service representative (CSR) is responsible for daily order management and customer care for our customers. We operate in a complex and customized environment where passion for the client, agility and attention to detail are key success factors. CSR is responsible for handling incoming first level communication and redirecting various customer queries to the concerned stakeholders in the organization in order to ensure highest standard of service provided to the customers. CSR takes action (e.g. timely processing customer purchase orders) to respond quickly to meet customer needs and resolve problems and demonstrates responsibility and accountability to achieve customer desired punctuality and satisfaction. Primary Responsibilities: 1. Receiving and processing customer orders Receive customer orders and process the same by ensuring timely sales order entry in ERP (SAP). Send the purchase order receipt acknowledgement to customers Proactively call customers for forecasts on product requirements Confirm customer orders based on inputs from production planner of respective supply sites for each customer order by sending the order confirmation to customers In case of logistics/ product availability constraints negotiate with customer for revised delivery date Give or register Advance Shipment Notices wherever required. Send dispatch confirmations to clients once goods are dispatched. 2. Documentation Follow-up and collect road permits from customers (wherever applicable) and enter the road permit numbers in the ERP (SAP) as and when received. Also maintain the record of road permits received and utilized. Collect and ensure all the required documents are available before making supplies to new customers Ensure and follow-up on timely delivery of all shipping documents (e.g. invoice, packing list, certificate of origin, AWB/ BL etc) to the customers for each shipment 3. Communication Maintain a clear and efficient communication flow with customers and highlight potential issues, opportunities and action plan. Keep the customer informed at all the times on the order/ delivery status Coordinate with customers and sales department for timely acceptance of the products dispatched Maintain relationships and alignment with internal partners, including Sales, Planning and Site Operations. Continuous communication with all the stake holders in case of contingencies. 4. Customer Complaint Handling Register all customer complaints received Follow up with stakeholders and ensure timely closure of customer complaints 5. Reporting Solicit, prepare and register rolling three month product wise forecasts of customer requirements Prepare and report customer call log daily Prepare and report weekly status on open orders for key/ focus clients.

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Full Time

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TalentOne Job Information

Customer Service Customer Service Representative



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