Customer Service Executive

Title              :   Customer Service - Assistant Manager

Department:    Operations

Location      :    Navi Mumbai

Reports To :     Lead- Planning & Customer Service

Company Profile

Sika is a specialty chemicals company with a globally leading position in the development and production of systems and products for bonding, sealing, damping, reinforcing and protecting in the building sector and manufacturing industry. Sika has subsidiaries in 103 countries, manufactures in 400 factories, and develops innovative technologies for customers around the world that facilitate the sustainable transformation of the construction and manufacturing industries. With more than 33000 employees, the company generated annual sales of CHF 11.23 Billion in 2023.

Sika in India

In India, the company started its operations in 1985 and was known as Qualcrete India Limited. In 1987, Qualcrete India Limited forged an alliance with Sika AG, Switzerland and was renamed as Sika Qualcrete Limited. In 2002, Sika AG, Switzerland acquired 100% stake in the company and since then the company has been rechristened as Sika India Pvt. Ltd, a whole owned subsidiary of Sika AG.

Sika Global Business delivers innovative solutions to the world’s leading manufacturers and service providers in automotive OEM, commercial vehicles, automotive aftermarket, marine vessels, renewable energy, sandwich panels, industrial equipment, HVAC, home and commercial appliances, modular building, facades and fenestration. Sika India services direct customers and distributors and stay close to them via the central sales & marketing office in Pune, and a Pan India sales team presence.

Overview

Customer Service Manager is responsible with his/her team to ensure proper coordination with internal as well as external stake holders, manage sales order loading coordinating with factories to collate information related to orders, deliveries and provide feedback to customers. Customer service manager is the go to person for customers

Duties and Responsibilities:

• Order Entry in SAP.
• Establish a good internal and external communication platform, keep effective communication and coordination with Sales team, factories and customers, ensure customer requirements are proceeded promptly and efficiently.
• Manage customer service team’s daily work and performance, support and coach team member’s development, build a professional and efficient team.
• Lead the customer service topics, like material availability, communication to keep close cooperation with Sales, fully support Sales to achieve targets.
• Actively coordinate and solve customer service issue, continuously improve customer service level.
• Lead Coordination calls with factories for daily dispatch schedules
• Review and close customer complaints on time
• Sales data statistics and analysis.
• MIS related to sales orders to management
• Refer unresolved customer grievances or special requests to designated departments for further investigation.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Liaise with business to understand the needs of different businesses and set up service levels

ACADEMIC QUALIFICATION:

Graduation in any discipline with professional experience in manufacturing industry

KNOWLEDGE & EXPERIENCE:

SAP. MS Office, With about 5-10 years’ experience in manufacturing industry.

COMPETENCIES:

Behavioural

• • Creative problem-solving ability & High level of self-motivation.
  • Personality with strong written & verbal in English and Hindi communication.
  • Time management and ability work office hours smartly.
  • Team worker with the ability to influence cross-functional teams and supervisor.
  • Good basic commercial knowledge from PO to payment process.
  • Quick learning capability of product knowledge and applications.