ACG World Hiring for Customer Service Representative at New York, United States Full Time

Primary Responsibilities

Strategic and planning

Monitor and prepare the budgets for Inside sales considering the current state of repeatbusiness.

Functional

Core

– Reviews pro-forma invoices / quotations / etc. that are prepared by CSR for conversion of sales orders.

– Monitors timely booking and error free recording of sales order as per the timelines defined in the SOP.

– Track customer complaints from the system and ensure resolution of the same on the timely basis

– Reviews customer complaints/queries on a regular basis and manages escalations to ensure closure of complaints/queries.

– Leads and coordinates with various departments (Supply Chain Management, Q &RA ,Operations) to ensure timely completion of orders in cases where there are delays/escalations

– Supports Inside Sales in achieving the defined sales targets.

– Coordinate with IT to ensure updation of SAP database including Customer Master, Product Master, system improvisation for ease of operations and error free transactions etc.

– Monitors the strike rate of shades, artwork & machine trial samples to examine & analyze the business trend and provide insights for increasing the conversion to TICs

Internal process

– Ensure timely preparation & submission of s as required by internal stakeholders

– Conducts internal audits and ensures compliance to defined SOPs as per Q&RA norms

– Identify & assess customer’s needs to achieve satisfaction

– Visit key customers along with TICs to maintain customer relationship

– Sampling process, DSO, Dashboard order , planning and forecast activities – support, monitoring and improvement of all these processes if needed

People development

– Ensure proper territory coverage by CSRs

– Take overall responsibility for people development initiatives and building up in-house capabilities for the associates within the department

– Drive a performance driven culture in the team by timely monitoring, review of performance parameters and feedback to the team members

– Contribute towards development of talent for the department by providing subordinates with adequate exposure and growth opportunities to enable readiness for higher roles

– Actively participate in HR initiatives to drive overall employee engagement and motivation

Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work. The same would be suitably represented in the Primary responsibilities and agreed between the incumbent, ing officer and HR.

Key Result Areas

Customer Effort Score (CES)

Timely closure of customer queries & complaints

Strike rate conversion (through shade, artwork & samples) – plan vs actual

On time dispatch for orders

Inside Sales Budget (Plan versus actual)