• Customer Services Team Lead

    Location IN-Gurugram
    Job ID
    2018-8695
    # Positions
    1
    Exp. (Yrs)
    5+
    Category
    Customer Service
    Type
    Full Time
    Visa Sponsorship
    No
    Domestic Travel Required
    No
    Int'l Travel required
    No
    Company Vehicle
    No
    Working from Home Office
    No
    Relocation Eligible
    No
    Works with Chemicals
    No
  • Company Overview

    FMC Corporation is a leading specialty company focused on agricultural technologies. FMC provides innovative and cost-effective solutions to enhance crop yield and quality by controlling a broad spectrum of insects, weeds and disease, as well as in non-agricultural markets for pest control.
     
    FMC is a globally diverse organization that offers its employees exciting opportunities to work on challenging projects that are important to the achievement of our strategic objectives. Your education and professional experience are valued and put to use from day one. Your success at completing key initiatives can result in a varied, progressive and fulfilling career with FMC.
     
    With a corporate culture of innovation, integrity, responsibility and customer intimacy, we foster “The Right Chemistry” in everything we do. We are looking for people to join us in creating, developing, and improving our products, our processes, and our markets.  If you are ready to make a difference every day, FMC is ready to talk to you.

    Responsibilities

    To optimize the balance between customer satisfaction, inventory levels and operating costs through leading the customer service function.

    • Lead and manage the customer service (CS) function
    • Ensure CS excellence is achieved by exhibiting and instilling a “customer first” mindset
    • Provide direction to the CS function to ensure consistency in approach to communication and transactional execution
    • Be the OTC SME / Stream Lead for the SAP integration project, ensuring changes in business process or system design, are mapped, documented and implemented within the CS function.
    • Implement new process flows in order to streamline service delivery
    • Ensure customer master data is accurately maintained within SAP
    • Take and enter customer orders, assess product availability, schedule order execution, coordinate dispatch and confirm timely order fulfillment with accuracy and urgency
    • Monitor and communicate order delivery performance of warehousing and logistics service providers to Distribution Planning team
    • Effectively communicate expected delivery timelines with customers and internally
    • Strive to maximize in-full-on-time customer order fulfilment
    • Ensure invoicing is executed in line with agreed trading terms and subsequent seasonal offers
    • Respond quickly to customer enquiries and complaints
    • Monitor CS performance versus agreed KPIs and regularly review with management
    • Constantly liaise with the commercial team to gauge customer satisfaction and manage any negative issues
    • Monitor credit processing to ensure all legitimate, approved credits are processed in a timely fashion
    • Be the point person identifying and resolving potential issues with invoice pricing and terms
    • Proactively monitor stock availability by constant liaison with the Distribution Planning Team
    • Quickly highlight any imminent stock-outs to the Distribution Planning Team
    • Ensure monthly consignment & agency stock reconciliation & invoice processes are followed
    • Assist with product/sku exits and the elimination of any unsaleable stock
    • Identify training and development needs for the customer service function and drive such initiatives
    • Ensure all business processes are executed in line with company controllership policies and direction.
    • Learn from best practice and bring new ideas/technologies to the Customer Service team
    • Develop outbound telesales capability within the CS function, and develop in conjunction with commercial outbound sales campaigns.
    • Develop in conjunction with the Supply Chain Team, B2B interfaces with trading partners to drive efficiencies.

    Required Education

    A diploma/certificate in a relevant discipline would be highly regarded

    Qualifications

    • 5+ years relevant work experience in a customer service role in a similar environment
    • Solid experience with an ERP system, preferably SAP
    • People management
    • Strong interpersonal skills and ability to effectively communicate verbally and in writing
    • Proven track record of navigating SAP
    • Ability to build strong relationships with key customers
    • Problem-solving mindset
    • Ability to analyse available data, make informed decisions and act accordingly
    • Comfortable working independently and managing projects without supervision
    • Excellent time management skills and ability to prioritise multiple tasks.

    EEO Statement

    At FMC, diversity and inclusion are in our DNA. We are proud to be an Equal Opportunity Employer with a commitment to creating an inclusive workplace where all employees can thrive – regardless of race, gender, sex, pregnancy, gender identity and/or expression, sexual orientation, national origin or ancestry, citizenship status, color, age, religion or religious creed, physical or mental disability, medical condition, genetic information, marital status, military or veteran status, or any other basis protected by federal, state or local law. FMC also supports employee participation in company employee resource groups that celebrate the diverse backgrounds of our workforce by providing communities for employees to connect with each other and raise awareness throughout FMC.

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