Central Customer Service Coordinator India

Overview

Central Customer Service Coordinator India — Join to apply for the Central Customer Service Coordinator India role at Wilhelmsen Ships Service .

Join our global team for a career with opportunities to solve challenges both locally and globally. The purpose of this role is to manage customer requests in the Global Customer Service mailbox and provide administrative support to the GCS and Local Customer Service (LCS) teams.

Responsibilities

• Process customer requests for quotes (RFQ) and purchase orders (PO) from the group mailbox queue.
• Assess urgency of transactions based on ETA, port, and customer type; complete urgent transactions ASAP or flag to LCS if they cannot be completed within the agreed timeline.
• Keep LCS informed of irregularities related to RFQs or POs for their customers via notes or email.
• Alert LCS when an order value exceeds the existing authorized credit limit or policies.
• Use systems to gather customer-specific information and requirements.
• Ensure customer-specific requirements are addressed for each quote / order processed.
• Follow up with Supply Chain / LCS for tasks not completed on the same day and ensure all tasks are accounted for.
• Highlight improvements and process learnings to team leads or managers.
• Participate in team discussions and training; perform miscellaneous duties as assigned.
• Accept rostered work on Saturdays and public holidays in mailbox management for LCS; accept rostered overtime if required.
• Adhere to standard processes and protocols.

Accountabilities

This position will be measured against : RFQ / PO response time; agreed AOP and KPIs; work process efficiency; minimum numbers of transactions completed per day.

Qualifications

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