Central Customer Service Coordinator India

Join our global team for a career filled with opportunities to solve challenges both small and large, local and global, simple and complex.

Purpose
•To process Customer’s Request for Quotation (RFQs) and Purchase Order (POs) in the Global Customer Service (GCS) mailbox
•To ensure all enquiries within the mailbox are attended too within the agreed SLA 
•To provide administrative support to the GCS and LCS (local customer service) team.
•May receive assignments from senior support personnel as required.

Main responsibilities and tasks
•Accept task from the group mailbox queue and process customer request for quotes (RFQ) and customer purchase orders (PO)
•Ascertain the urgency of transaction based on ETA (Estimated Time Arrival)/ Port/Type of customer. For urgent transaction, needs to be completed ASAP or highlighted to LCS if unable to be completed within the agreed timeline.
•Keep LCS informed of any irregularities related to RFQs or POs of their customers in the note/email
•Alert LCS that if the order value exceeds the existing authorized credit limit and policies
•Actively use system for understanding on customer specific information and requirements
•For each quote / order processed, ensure specific customer requirements are addressed
•Follow up with Supply Chain / LCS for any outstanding tasks that are unable to be completed in the same day. Ensure all tasks are accounted for
•Highlight improvements and process learnings to the team leads/ manager
•Participate and contribute in team discussion and training
•Performing miscellaneous job-related duties as assigned
•Accept assigned rostered work on Saturdays and Public holiday in the mailbox management for LCS
•Accept assigned rostered overtime work, if required
•Comply the standard process and protocol 

Accountabilities
This position will be measured against:
•RFQ/PO response time
•Agreed AOP and KPI’s
•Work process efficiency
•Minimum numbers of transactions completed per day

Qualifications
Mandatory requirements
•Candidate must possess at least a Diploma in any fields
•Candidate must be able to support India region work hours:
Time: 11am - 8pm
Days: INDIA: Mon - Sat (1/2 day)
•At least 2 – 3 year(s) relevant work experience with order fulfilment/supply chain/logistic.
•Fluent in English - both writing and speaking
•Required skill(s): Computer Literate (Good in MS Office)
•Able to prioritize, customer oriented with excellent communication and interpersonal skills.
•Good planning and organizing skills
•Good analytical skills, attention to detail and meticulous.
•Ability to work independently with minimal supervision, positive attitude and a good team player.
•Able to meet deadlines through good time management and allocation of priorities
•Desire to succeed in a challenging environment and able to work under pressure.
•Pleasant character, resourceful & able to work with sincerity on own initiative.