Location: IN
Company: Coats
Order Management (Improving the Customer experience) • Supervises and manages the customer service department and serves as liaison between the customer, PL, Logistic and WH to fulfil orders and ensure customer satisfaction with products and service. • Responsible for constantly providing high levels of service to customers • Ensuring FTS, priority list and tailing orders are checked and attended every day • Supervising the Order management for the Key customers. • OTIF – Reduction of OTIF failure due to delivery blocks and order amendment to 5% • Monitoring the correct process of amendment is followed where there is genuine request from the customer. • No manual intervention to the orders should be made for any changes in order due to Coats internal reasons. (MDM, Qty check done) • Supervising the hygiene trackers • Escalation handling: • Handling escalations from customers on any delay or order co-ordination. • Assistance to resolve service problems by acting as a bridge between customer and management to clarify customer`s complaint, determine the cause of the problem and solve the problem • Monitoring the complaint tracker and ensuring end to end closure • Providing insights to the internal teams to improve our internal services to improve overall customer satisfaction • Supervising and ensuring the complaints are getting resolved and take feedback from customer. • Team management – Shrinkage, attrition, work reallocation, training, coaching, mentoring agents & performance management • Training and development of team members for consistency with the expectation of exceeding customers’ expectations every time. • Formalizes processes and procedures to ensure total customer satisfaction is met. • Works proactively to promote teamwork. • Manages jobs efficiently from start to finish including administrative duties. • Maintain and conduct cadence with Sales team on order related updates. • Be the communication point to internal teams on any process and procedures.