Customer Service Representative

Customer Service Representative

Ghaziabad, UP

About Us

Ingersoll Rand Technology & Services Private Limited is a 100% subsidiary of Ingersoll –Rand’s Productivity Solutions Division. Organisation’s experienced workforce is committed to producing high quality assembly equipment’s and is provided with modern manufacturing & test facilities.  All critical operations are done in house.  The company has been certified to comply with ISO 9001 since 1996; and has upgraded the systems and is certified with ISO 9001:2015 since 2017.  Ingersoll Rand lays great emphasis on pre & after sales service to help customers select appropriate technology and product’s to exactly match their applications and requirements as well as to ensure optimum utilisation of equipment’s supplied.  Ingersoll Rand also manufactures and markets a complete range of accessories and is a solution provider to Indian Assembly Industries.

Job Summary

The position will manage the customer experience in India by handling and supporting all operational transactions within the assigned territory. They will coordinate the order flow activities across departments and geographical locations in order to ensure we meet our commitments to the customer.

Responsibilities

• Provide a high level of account management to customers.
• Manage customer orders from placement to invoicing through multiple channels, including E-Mail and websites to ensure 100% customer satisfaction.
• Work with demand management to satisfy customers’ required delivery dates.
• Manage customer expectations by clearly communicating our commitments (i.e. delivery dates or problem resolution), and keeping customers informed of status of orders, issues, etc.
• Provide customer support for pre order activities (pricing, availability, quoting, technical specifications).
• Ownership of customer feedback and queries and proactive management of issues through resolution.
• Process customer orders (promise dates, order entry, collaboration with supply chain and operations).
• Ensure that all requested support is provided to meet the monthly revenue target.
• Process claims and product returns in line with the Business Unit policies within the service level objectives and initiate corrective actions.
• Coordinate cancellation requests with supplier/customer in order to avoid any discrepancy / excess in inventory.
• Provide support and training to distributors on order entry application.
• Identify improvements by using Lean Principles methodology.
• Liaise with plant to improve delivery dates.
• Respond to technical questions or refer them to appropriate functions.
• Escalate customer issues requiring more complex cross functional resolution to the IR Corrective and Preventive Action System (IR CAPA)
• Represent Ingersoll Rand in a professional and courteous manner to customers to ensure service excellence and customer satisfaction

Basic Qualifications

• BE / B.Tech.(Mechanical/ Electrical / Electronics / Instrumentation). Master's degree preferred.
• 10 - 12 years’ experience in service / customer facing role
• Proficient in MS Office applications and experience with ERP systems will be preferred
• Good level of English, spoken and written

Travel & Work Arrangements/Requirements

Onsite Work

Key Competencies

• Experience in a customer facing role. Previous exposure to the Technical /Industrial organization preferred
• Self-motivated, assertive individual, problem solver and teamwork oriented.
• Understanding operations and the supply demand flow is beneficial.
• Knowledge of Continuous Improvements tools
• Ability to communicate clearly and effectively using positive language
• Important Qualities - professionalism, decision-making, stress tolerance and time-management skills
• Fluent English is required

What we Offer 

• We are all owners of the company! Stock options (Employee Ownership Program) that align your interests with the company's success.  
• Yearly performance-based bonus, rewarding your hard work and dedication  
• Leave Encashments  
• Maternity/Paternity Leaves 
• Employee Health covered under Medical, Group Term Life & Accident Insurance 
• Employee Assistance Program  
• Employee development with LinkedIn Learning  
• Employee recognition via Awardco  
• Collaborative, multicultural work environment with a team of dedicated professionals, fostering innovation and teamwork.   

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