Associate ManagerCustomer Service

Job Description

A career at our company is an ongoing journey of discovery: our around 56,000 people are shaping how the world lives, works and plays through next generation advancements in healthcare, life science and performance materials. For more than 350 years and across the world we have passionately pursued our curiosity to find novel and vibrant ways of enhancing the lives of others.PURPOSE OF THE POSITIONTo manage overall activities of Customer Service Team of Shared Business Service. Develop metrics to measure the team and individual performance who will interact with all levels of process. This role is highly motivated, result-oriented, organized and flexible enough to handle different variety of tasks and adapt to various business needs and requirements.ESSENTIAL JOB FUNCTIONS

• Advanced understanding of business knowledge Order to Cash Cycle. Should be able to analyze the impact of non-adherence to Order to Cash cycle. Ability to suggest process improvements in the O2C.
• Ability to create, manage the reports from ERP and analyze data for managing daily volumes and TAT
• Ability to analyze data from ERP for identifying areas of improvement
• Should be responsible for generating accurate reports before deadlines
• Any other additional tasks depending on the specific country or organization as requested by your senior authorities
• Conduct Performance review meetings as per the schedule
• Lead new projects and build leadership skills in this role by attending relevant trainings/certifications
• Develop the specialists and front-line managers and drive succession plan within team by giving them additional responsibilities to manage the team and build overall team management capabilities
• Develop and implementation of best practice processes across the organization to ensure efficiency resulting in reduced costs and improved customer service
• Assigns and directs the workflow to ensure excellent service is delivered through appropriate staff planning and scheduling to meet/exceed all the department s goals
• Develops a training curriculum and personal development plan for all staff. Conducts training as required to achieve goals and service standards.

BASIC QUALIFICATIONSEducation:

• Graduation in any disciplinary

Experience:

• Requires minimum of 6-7 years work experience in a similar position
• Overall 10+ working experience
• Minimum 1-2 years reporting and analysis experience

DESIRABLE SKILLS

• Excellent knowledge in written and spoken English. Moreover, should have capability to work with team from different geographies and people from diverse backgrounds
• Ability to effortlessly work across cultures - emails and phone etiquettes

• Showcases excellent ERP knowledge (CRM UX, Lotus Notes, SAP, SFDC and Oracle tool knowledge).
• Must be able to work successfully with the overseas teams to transition new processes
• Ability to articulate and present a thought or an idea to a cross cultural teams
• Decent knowledge in Excel to use proper formulas and basic idea of PowerPoint for creating reports and presentation
• The ability to perform multiple tasks simultaneously while prioritizing the changing demands; demonstrate high sense of urgency
• Have 6-7 years in man/team management skills
• The ability to perform multiple tasks simultaneously while prioritizing the changing demands; demonstrate high sense of urgency
• Capable of working in a fast-moving environment and the ability to adapt to changing processes/systems

TECHNICAL SKILLS / COMPTENCIES

1. SAP / Oracle user knowledge Advance Proficiency expected

• Has an advanced understanding of transaction codes and ability to train team on the basic functions of ERP
• Navigating different transaction and screens
• Should be able to enter data in the system with all the required parameters. Understanding different T-Codes and its impact on the results
• Should have excellent knowledge in SAP / Oracle and all transactions which used for downloading the reports.
• Advanced knowledge of system front in fixing or finding the solution to the problems.

1. Microsoft Office- Advance Proficiency expected

• Should be able to make best use of MS office and excel in order to create Data analysis, reports, PowerPoint presentation, pivot table, VLOOKUP etc. complex formulas, macros without any supervision

1. Key Board Skills Advance Proficiency expected

• Should possess good skills in operating keyboard

1. Communication Skills (Written/Spoken English) Advance Proficiency expected

• Excellent knowledge in written and spoken English

BEHAVIORAL COMPETENCIES

1. Advance proficiency in Interpersonal skills, Problem solving, Planning & execution and Impactful communication
2. Limited proficiency in Customer orientation, Business acumen and Leading change.

What we offer: With us, there are always opportunities to break new ground. We empower you to fulfil your ambitions, and our diverse businesses offer various career moves to seek new horizons. We trust you with responsibility early on and support you to draw your own career map that is responsive to your aspirations and priorities in life. Join us and bring your curiosity to life!Curious Apply and find more information at https://jobs.vibrantm.com,

Keyskills :
salesmanagement miscustomer relations qualityms excel pivot tables order to cashpower point presentation