Customer Service Manager Job at H.B. Fuller (Pune)

Job Description

The Customer Service Manager is responsible for leading the customer service team. The Customer Service Manager reports to the India Plant Head. He /She is managing the relationship with the customers for all the Business done from India regarding the process from Order to Delivery of the product. This role ensures an excellent standard of service and a high level of customer satisfaction is maintained. As per business requirements if required candidate need to work for other countries like Dubai.

Job Responsibility

Manage and measure the work performance of team members by executing all aspects of the HBF Performance Management Process and Development Plans with direct reports
Correctly completed SMART, G&O setting for each of your direct reports & submission of same by appropriate deadlines and aligned to site score card sheet
Provide employees with context about the corporate strategy, Site score card and alignment of same to their UPB bonus
Deliver Site Scorecard (KPI -Site objectives, Tracking of goals )
Use of HBF Recognition system to motivate individual team members
Participation in site activities at individual level + encourage teams to participate
Make sure his team successfully closes all internal & External audit points
Actions assigned through safety meetings, daily meetings / SIP, 5S audits need to be closed without reminders in allotted timeline
Achieve zero notice from authorities
100% compliance to law of land
Completion of IDP and related periodic reviews to Direct reports
Accounts payable, Monthly financial Accruals should be 95%
Each service user to make sure that services are used with valid contract and PO
Follow all Sox guidelines
Perform order management duties for assigned accounts/areas on an accurate, efficient and timely manner, from order entry up to on-time delivery
Manage all steps of the process related with the shipping process for NW Business along with Local and 3rd country Exports
Process custom clearance requirements, coordinating with Authorities for various clearance documents
Prepare all shipping documents including invoices, certificate of origin, customs documents, insurance certificates and any other document required
Monitor Request Dates/Available Dates and co-ordinate delivery postponements with Customers
Process, track and trace Customer orders through shipping and transportation, including follow up with customers as required ensuring 100% on time delivery
Follow up on AR (accounts receivable)
Monitor the settlement of invoices and payment reminders issued, following customer disputes
Maintain effective communication with relevant departments (e.g. sales, operations) to effectively respond to customer inquiries regarding product availability, pricing, and delivery requirements
Log Customer complaints and follow up with corrective measures
Keep Customers’ files up to date, in order to ensure accuracy of information in the system
Visit important NW Customers, developing a close relationship, in order to understand their needs and to guarantee the Company continuously provide them with a high standard level of service
Visit port and liaise with Custom Officials in order to resolve issues related to Custom Clearance
Generate MIS reports (Sales forecast/ Monthly Sales/ Customer reports) in order to provide accurate data regarding the impact of the strategy and policies on the results achieved
Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience

Requirements

At least 9+ years of related work experience
Bachelor’s degree in Technical/Mechanical or Marketing field (or equivalent experience)
7+ years of experience in managing customer service department
7+ years of experience in managing large team
Proven experience & ability to work independently as well as in team environment
Strong leadership and people management skills
Well organized, process and data driven, producing accurate and timely reports
Excellent verbal and written communication skills including ability to develop and deliver effective presentations skills and Data Analytical skills.

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Customer Service Manager

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