For all assigned customers, will be the 1st point of contact, be it Pre alert, ASN any SO, Order related requirements.
Working with operations and other stakeholders to ensure agreed SLA s SOP s contracted with customers is met, achieved and any deviations handled.
Map customer processes and operational SLA
Obtain approvals for services outside contract and valued added services, additional space, etc
All communications need to be closed within 24-48 hours or agreed TAT. Escalations need to be captured in the ticketing system, weekly complaints analysis to be done and discussed with respective FMs to ensure minimum/zero escalations.
Shall be responsible for ensuring all stock audits for respective assigned customers are completed, reconciliation and signed off,
Submission of invoices of respective assigned customers, reconciliation of accounts and follow-up to ensure collection of payments within credit period
Customer satisfaction survey to measure the client satisfaction level with the business and to identify the potential customer to increase the revenue. It will also help in improving the existing process based on the ratings in different parameters. Ratings will be collected on 5 scale
Ensure all agreed MIS Reports are automated or sent from WMS at all agreed frequency.
Monitor MIS on a daily basis and escalate deviations to respective FM s and RM s
Conducting monthly quarterly business review with all assigned customers along with FM s, Sales
Based on the service excellence, opportunities to be explored to increase the existing business and also new account onboarding meeting should be attended by KAM
Skill Set :
Effective Logical communication ( Both English Hindi )
Good Listening and understanding skills.
Multitasker
Able to deal with challenging situations handle irate customers.
Fair knowledge of MS office (Word, Excel Power point)