Customer Success Specialist, India

Customer Stewardship

• Significantly influences Customer’s view of Inolex in a positive way.
• Responsible for the purchase order review and entry of assigned India customer orders ensuring all information is complete including delivery date, pricing, shipping method, and payment terms and verifies all associated paperwork has been collected and correct.
• Provides the customer, 3PL warehouse, and the freight forwarder with all required shipping documents in addition to all other system generated documentation.
• Acts as primary liaison between Inolex and customer advocating for successful results.
• Receives customer orders and advocates the process in Dynamics 365 ERP system.
• Proactively seeks and engages customers when ordering patterns change.
• Determines appropriate delivery method based on type of product and customer's needs and or requirements.
• Participates in the NCR complaint process, recording details of customer complaints when appropriate and assisting with determination of root cause and corrective action.
• Research complex problems obtaining necessary information, adjusting errors, and decision making as appropriate.
• Knowledgeable of and responsible for managing and maintaining customer pricing with support of the Sales team.
• Assists with updating system pricing and pricing catalogs with direction from manager and sales.
• Understands and knowledgeable of global logistics and export documentation (a plus)
  • Assists Finance with customer collections and resolves outstanding issues as appropriate.
• Coordinates with finance the creation of new customers and financial processes of prepayment, refunds, and credits.
• Handles incoming leads and/or request for material including samples/documentation requests.
• Must be able to multi-task at various levels.
  

Customer Intelligence

• Works with sales/customers to gain market intelligence beneficial to the business.
• Understands Inolex’s customers’ & competitors’ areas of specialization.
• Monitors & influences sales forecasting by providing customer-level input.
• Consolidates customer forecasts to assist operations in maintaining inventory levels.
• Be proactive to identify and assess customer’s need to achieve satisfaction and partnership.
• Working with customers to gain additional business “asking for the extra order.”
• Run and understand customer sales reports and analyze business data.
  

Internal Collaboration

• Partners with internal resources (Production, Sales, Marketing, Supply Chain, Logistics, Quality, Finance, etc.) to drive successful business results.
• Communicates with Inolex’s key players daily in assisting with various tasks to ensure customer orders are addressed accordingly.
• Actively participates in continuous improvement programs, project teams and internal CET trainings.
• Coordinates activities between customers and various company functions to ensure a high level of customer satisfaction both external and internal.
• Other duties may be assigned.
  

Education and Experience

• Bachelor’s degree with 4-5 years related experience and/or training, or equivalent combination of education and experience.
• Customer service experience in chemical manufacturing preferred.
• Strong computer skills i.e., Microsoft Office and Dynamics ERP System.
• Excellent communications skills and attention to detail in order processing, documentation, and customer communication.
• Team oriented and working experience within a team environment.
• Proficient in English and other local languages (a plus).