Customer Service Specialist

Customer/Desk manager revertals on queries and issues: All mails to be replied within 1 working day. Wherever time required for exact response is higher, reply back stating the reason and expected time.

dispatch planning reports and check on-hold containers for respective customers, follow up for release with concerned person. Explore possibility of planning additional containers with dispatch planners

check all customer details in dispatch planning report to ensure there are no wrong details sent to factory

for new order receipts and confirmation, ensure timely confirmation within 2 working days.

all related order details at time of confirmation, Send dummy invoices wherever applicable

documentation of shipments is sent on time, if not received on time, follow up for same

final documents are held for payments, follow up for payments to be made

loading lists and forward to customer/desk managers.

for filler requirements wherever containers are ready for shipments but held up for small quantity – User customer level sale specific free stock circulated by dispatch planners

check with all overseas counterparts (Desk Managers) for any pending issues missed

matters wherever necessary at right time

Backorder details to customers AND/OR Desk Managers in 3 categories: Overdue, Current,

free stock to customers AND/OR Desk Managers. Free stock needs to be as per customer sales

to enable them place orders as per their requirement

with respective Desk Managers. Send List of points to be discussed before the call (preferably

day prior) along with status of action items discussed in previous call. After call send the Minutes of meeting with action items, timelines and person(s) responsible

customers/desk managers with shipment tracker showing shipment made in last week and plan for next week

up with production planning team in case of critical sizes awaited from production which are delaying shipments

on time Delivery (OTD) score of respective customers and analyses cases for low scores. Follow up for dispatches due next week to ensure on time Delivery.

customer complaints data with new complaints, progress on previously received complaints

Backorder status and check for overdue and critical orders before month production plan is released. Also suggest priority for production in case of critical items

changes

co-ordination required for new customers or process change for existing customers

orders/Special orders tracking