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Job Description Form Job Role :Customer Service - Europe (Delivery Management Customer Facing ) Location:Mumbai Key Responsibilities:Pending Customer/Desk manager revertals on queries and issues: All mails to be replied within 1 working day. Wherever time required for exact response is higher, reply back stating the reason and expected time. Review dispatch planning reports and check on-hold containers for respective customers, follow up for release with concerned person. Explore possibility of planning additional containers with dispatch planners Cross check all customer details in dispatch planning report to ensure there are no wrong details sent to factory Co-ordinate for new order receipts and confirmation, ensure timely confirmation within 2 working days. Check all related order details at time of confirmation, Send dummy invoices wherever applicable Ensure documentation of shipments is sent on time, if not received on time, follow up for same Wherever final documents are held for payments, follow up for payments to be made Review loading lists and forward to customer/desk managers. Co-ordinate for filler requirements wherever containers are ready for shipments but held up for small quantity – User customer level sale specific free stock circulated by dispatch planners Daily check with all overseas counterparts (Desk Managers) for any pending issues missed Escalate matters wherever necessary at right time Send Backorder details to customers AND/OR Desk Managers in 3 categories: Overdue, Current, Future Send free stock to customers AND/OR Desk Managers. Free stock needs to be as per customer sales history to enable them place orders as per their requirement Concall with respective Desk Managers. Send List of points to be discussed before the call (preferably One day prior) along with status of action items discussed in previous call. After call send the Minutes of meeting with action items, timelines and person(s) responsible Updating customers/desk managers with shipment tracker showing shipment made in last week and plan for next week Follow up with production planning team in case of critical sizes awaited from production which are delaying shipments Review on time Delivery (OTD) score of respective customers and analyses cases for low scores. Follow up for dispatches due next week to ensure on time Delivery. Update customer complaints data with new complaints, progress on previously received complaints Review Backorder status and check for overdue and critical orders before month production plan is released. Also suggest priority for production in case of critical items Pricing changes Any co-ordination required for new customers or process change for existing customers Seasonal orders/Special orders trackingEducational Qualification: Any GraduateSkills & Knowledge Competencies Any Graduate Need to have done a course of Import & Export management or anything else which is relating to customer service and SCM Good English communication skill Should have good knowledge in Preparing MIS Reports in Excel, using VLOOKUP, Pivot, Macros and other excel tools. Behavioral Customer Centricity Stakeholder management Interpersonal skills Work Experience: 4 to 5 years of experience in customer service, with offshore customer handling experience Worked with a Customer service profile in a Manufacturing Unit. MS office