Lead - North America Customer Service, ACG Capsules 1

Group Company

ACG Associated Capsules Private Limited

Primary Responsibilities

Strategic and Planning
• Monitor and prepare the budgets for Inside Sales considering the current state of repeat business.
Functional
Core
• Act as the primary point of contact for key customers, ensuring their needs are met and issues are resolved promptly. Establish and maintain strong relationships with customers to foster loyalty and satisfaction. Proactively address customer concerns and feedback to enhance overall customer experience. 
• Oversee collections activities, including invoicing, payment processing, and resolving payment discrepancies. Implement effective collection strategies along with finance and management to minimize outstanding balances and improve cash flow. Collaborate with finance and accounting teams to streamline collection processes and optimize efficiency. 
• Reviews pro-forma invoices / quotations / etc that are prepared by CSR for conversion of sales
  orders.
• Monitors timely booking and error free recording of sales order as per the timelines defined in
the SOP.
• Track customer complaints from the system and ensure resolution of the same on the timely
basis.
• Reviews customer complaints/queries on a regular basis and manages escalations to ensure
closure of complaints/queries.
• Leads and coordinates with various departments (Supply Chain Management, Q&RA, Operations) to ensure timely completion of orders in cases where there are delays/escalations
• Supports Inside Sales in achieving the defined sales targets. 
• Coordinate with IT to ensure updation of SAP database including Customer Master, Product
Master, system improvisation for ease of operations and error free transactions etc.
• Monitors the strike rate of shades, artwork & machine trial samples to examine & analyse the
business trend and provide insights for increasing the conversion to TICs.
Internal process
• Assist the sales team in tracking performance metrics on a monthly, quarterly, and annual basis. Compile and analyze sales data to identify trends, opportunities, and areas for improvement. Generate reports and presentations to communicate sales performance to key stakeholders and inform strategic decision-making.
• Ensure timely preparation & submission of reports as required by internal stakeholders.
• Conducts internal audits and ensures compliance to defined SOPs as per Q&RA norms.
• Identify & assess customer’s needs to achieve satisfaction.
• Visit key customers along with TICs to maintain customer relationship.
• Sampling process, DSO, Dashboard order report, planning and forecast activities – support, monitoring and improvement of all these processes if needed.

People Development
• Provide guidance, support, and mentorship to the customer service team. Lead by example and foster a positive and collaborative team environment. 
• Delegate tasks effectively and ensure proper territory coverage by CSRs.
• Take overall responsibility for people development initiatives and building up in-house capabilities for the associates within the department.
• Drive a performance driven culture in the team by timely monitoring, review of performance parameters and feedback to the team members.
• Contribute towards development of talent for the department by providing subordinates with adequate exposure and growth opportunities to enable readiness for higher roles.
• Actively participate in HR initiatives to drive overall employee engagement and motivation.

Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work. 
 

Key Result Areas

• Customer Effort Score (CES)
• Timely closure of customer queries & complaints
• Strike rate conversion (through shade, artwork & samples) – plan vs actual
• On time despatch for orders
• Inside Sales Budget (Plan versus actual)

Key Interfaces

Internal Interfaces

• Sales (Regional, Zonal & TICs)
• Supply Chain Management (Central Planning, Logistics, Procurement, Plant level SCM)
• Quality & Regulatory Affairs (incl. Shade Development)

External Interfaces

• Customers

Competencies