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Company Name : Henkel
Location : Navi Mumbai, Maharashtra
Position : Spec Customer Service Back Office IN
Job Description : At Henkel, you can be a game changer and craft your career. Unleash your entrepreneurial spirit by bringing your ideas to life within a global team. Our leading brands and technologies, along with our high-performing businesses will provide you with countless opportunities to develop your skills and explore new paths. Your career at Henkel will contribute to a more sustainable future, while you grow within our vibrant, diverse culture of trust and belonging. If you’re up for challenging the status quo, join our team of pioneers and make your mark on the future with us.
Do you dare to make an impact?
The key purpose of the role is to fulfill all SAP and administrative tasks, the agent must have a full overview and understanding of the order-to-cash (OTC) transactions. A-IMEA ECSL (End Customer Service Level), Customer complaints, Backlog, Adherence to Service Strategy, First call resolution, Order lines per day, Shortage management, Rush vs. standard orders, Electronic vs manual orders, Customer satisfaction, Ensuring compliance with the SLAs (Service Level Agreement), Ensuring compliance to business standards, Support CNWC by resolution of Invoice queries, Safety: No LTA (loss of time accident).
Manual order entry (fax and e-mail orders), including returns, Modification and cancellation of orders, Purchase Order checks and validation, Ensure sales orders are entered on time for all entry channels, Henkel POD and EDI monitoring management of orders, including solving daily integration issues, Use the ticketing system to register and manage all cases, Propose and contribute updates to L5 process documentation and enhancements.
Creation and cancellation of delivery note, Monitor auto batch job for delivery creation, Propose and contribute updated to L5 process documentation and enhancements. Credit and debit note entry, Enter complaints in system, Use the ticketing system to register and manage all cases, Propose and contribute updates to L5 process documentation and enhancements.
Master Data issue resolution (Customer, Material, Pricing and Contract Management in alignment with Sales, SP, DP, LE, TAX and CS Front Office), Use the ticketing system to register and manage all cases, Propose and contribute updates to L5 process documentation and enhancements. Creation of regional CS and OTC KPIs and metrics reports, Recommendations for new CS and OTC KPIs, Generation of other reports require for CS. Participation in country and/or SBU meetings.
Should possess good communication skills, excellent organization & time management skills within all levels of the organization and have Customer orientation, performance motivation, Possess accountability, proactive thinking, flexibility and have cooperative attitude and analytical skills to work together with CS in the country. Fully conversant in SAP CS related transactions & reporting functions.
Any graduate with minimum 2 years of relevant work experience in back office customer service operations under supply chain.
Should be Good in communication and presentation skills within all levels of the organization with Expertise in MS office, Logical process oriented, end to end visibility of customer service.
Monitoring operational KPI tracking, System proficiency in SAP and BI will be added advantage, Able to withstand pressure, Excellent organization & time management skills, Able to make timely informed decisions .
Henkel is an equal opportunity employer. We look for a diverse team of individuals who possess different backgrounds, experiences, personalities and mindsets.
JOB ID: 22030622
Contract & Job type: Full Time, Regular
Contact information for application-related questions: firstname.lastname@example.org
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