وظائف خدمة عملاء بشركة Pepsico

Customer Service Executive , Pepsico

Job Description

To ensure all customer orders are received, collated & processed through the system/SAP in line with Service Level Agreement & Key Performance Indicators.

Download Modern Trade / Distributor customer orders and input into Handheld / Backoffice system.

Coordinate with finance team for applying credit checks against received orders.

Track & keep a check on credit customers credit limit to ensure smooth dispatches.

Update and report on daily basis the daily & pending orders reports to stakeholders.

Ensure that all required parameters of sales orders are accurate in system without error.

Receive order related errors communication from stakeholders and remove those errors As Soon As Possible.

Ensure that all customer orders are made in an efficient manner in close coordination with Commercial Accounting and FG Warehouse while ensuring compliance to PepsiCo policies.

Maintain good, professional relationship with all the customers, both internal and external and handle all customer queries in an efficient manner.

Follow up to ensure Finance team sets up new Customers in the system promptly.

Monitor sales do not exceed customers credit limits unless authorized; Execute approval processes in case of any requirement to extend customer credit for sales resumption.

Daily follow-up with Accounts Receivable to ensure timely input of dispute cases and claim rebate management.

Consolidate monthly sales target at route level for each region and communicate to control / payroll.

Address any customer enquiries, and escalate to Supervisor as needed.

Update Cluster regional Sales leads on status of orders and seek guidance on any issues as needed.

Perform cancellation and consolidation of sales orders as and when required (Normally once per month).

Prepare weekly Sales & Operation Execution, Monthly supply review & Sales Operation Planning meeting input decks for Supply Chain/Sales directors & Sales Managers detailing service levels performance & customer stock outs as per need.

Ensure daily, weekly, Monthly service reporting as per Service Level Agreement and customer requirements.

Track & report Key Performance Indicators like On Time In Full, Order fill rate, customer fill rate, primary & secondary sales tracking etc.

Receive, consolidate, investigate & respond to customer abnormalities raised after coordinating with Business Unit Customer Service manager/logistics manager to prepare transporter/customer adjustment report & adjust in the system after approvals as per Service Level Agreement.

Resolve customer billing inquiries & provide product delivery tracking to customers.

Prepare & conduct online customer satisfaction survey (at least twice a year or as per business need), do analysis and share reports with stakeholders.

Regularly update sales ordering form as per Stock Keeping Unit addition/deletion/pricing update etc. and share with customers.

Other Ad-Hoc reporting as directed by Supervisor.

Qualifications/Requirements

Degree qualified in Business /Commerce.

0-1 years of experience in Back-office sales operations.

Strong written and verbal communication skills

Highly proficient in Microsoft Office programs

English Proficiency is a must.