Merck KGaA

Specialist - Customer Experience

Posted On

Oct. 3, 2024

Location

Bangalore, Karnataka

Experience Level

D - Professional (4-9 years)

Job Type

full-time

Apply By

Feb. 4, 2025

Job Description

Job Title: Specialist - Customer ExperienceJob Location: Jigani, Bangalore Role Description The Specialist - Customer Experience will focus on providing quality service proactively and in response to customer orders and enquiries pertaining to comapny’s Bulk products. In this role, you will act as a point of contact for the customer, local sales managers, and internal interfaces, (inside and outside of Customer Excellence). You will work closely with the cross functional teams in India andpartner with the Global supply teams ensuring timely quote to delivery of bulk products to improve customer satisfaction with a positive impact on our revenue.You will also focus on the day-to-day order management activities including but is not limited to responding to requests for quotes, and orders, and managing open, blocked, and backorders & status of bulk orders Efficiently process customer’s bulk enquiries and purchase order requests within definedSLA and maintain defined quality and process consistency. Maintain routine contact with other key groups who support Bulk business viz. Accounting, Distribution, Sales, Supply Chain, Business development and Marketing to ensure uniform and faster support. Coordinate and provide feedback, when necessary, on enquiry status, order status,inventory levels, shipping notifications, etc. Listen and react to shifts in customers’ service expectations based on their specificrequirements and preferences. Effectively manage additional customer-related tasks Job RequirementsGraduate/Postgraduate in Science with 3-5 years of work experience in customer service settings Utilization knowledge of software and internet tools(MS office, Intermediate excel skills, ERP experience, CRM tools) Creative problem solving and analysis skills Ability to work well in a team environment Understand customer requirements and communicate effectively across diverseworkgroups Excellent organizational skills with the ability to manage, prioritize and track multiple critical activities Capable of working in a fast-moving environment with the ability to adapt to changing processes/systems High sense of urgency and ownership required Excellent communication skills

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