Customer Service Manager
Arc International LLC
Total years of experience :8 years, 11 Months
•Maintaining data in SAP for 6 different regions containing 18 markets while working with 12 Sales Managers on around 4000 SKU’s
•Providing guidance to a team of 14 Front Office Customer Service Executives and 4 Back Office Customer Service.
•Supervising KPI’s and ensuring best practices in achieving highest customer service levels
•Undertaking continuous improvement initiatives in system / process like Pricing Accuracy, Rebates Accruals, Order entry & Customer Analysis
•Conducting sales analysis and trends to manage inventory levels and improving customer service level
•Performing actual sales vs. sales plan vs. budget on monthly basis
•Utilizing SAP and ensuring end user development for greater efficiency, improved turnaround time and reduced human error
•Overseeing preparation of export documents and reducing discrepancies
•Preparing customer service policies and plans in order to achieve highest satisfaction
•Initiating weekly meetings with Sales Managers to present sales progress through sales track sheet
•Minimizing customer complaints through customer service satisfaction & feedback forms
•Rendering support to Sales Managers for budget preparation
•Assisting in preparation of budgets to Sales Managers
•Looking after CSE’s performance appraisals and providing feedback to HR
•Ensuring implementation of 5S (Workplace Organization Method) in the department
•Providing priority for new product development by analyzing customer requirement
•Handling different projects for improving customer service as per SC Road Map