Merino Group
Website:
merinolaminates.com
Job details:
Company Description
Merino is a globally renowned leader in decorative laminates and surfacing solutions, with a presence in over 80 countries and an annual turnover exceeding 250 million USD. The company’s diverse portfolio spans surfacing solutions, information technology, and food & agro products, supported by over 5,000 employees worldwide. Headquartered in India, Merino operates five state-of-the-art manufacturing facilities and offers an extensive range of products, featuring over 10,000 SKUs. Guided by its values of Excellence, Economy, and Ethics, Merino is a pioneer in digital transformation and sustainability initiatives. These efforts aim to foster environmental stewardship, customer-centric innovation, and value creation for all stakeholders.
Role Description
This is a full-time, on-site role for a Specialist - Order Management & Customer Service located in Bengaluru. The specialist will be responsible for managing the end-to-end order processing cycle, ensuring accurate and timely order fulfillment. The role involves monitoring order records, coordinating with internal teams, resolving order-related discrepancies, providing high-quality customer service, and addressing client inquiries promptly and professionally. The role will also require maintaining data accuracy, generating relevant reports, and contributing to process optimization to enhance operational efficiency.
Qualifications
1. Order Management & Delivery coordination
a. Process and track customer orders accurately from initiation (Inquiry) to delivery.
b. Co-ordinate with sales, production, warehouse and logistics teams to ensure timely delivery
as per SLA.
c. Ensure proper policies regarding order / service is communicated to customer (E.g. MOQ,
Lead Time, SLA, PNA/BNA, Product specification etc.,)
d. Ensure OTIF of all orders through regular co-ordination with the internal stakeholders.
(E.g. MTO/Project orders with prior dispatch schedule confirmation)
e. Reduced Order cancellation and increase high conversion of Inquiry to orders (E.g.
suggestion alternatives). No MTO and Nonmoving orders to be cancelled.
f. Bulk orders confirmation only after prior liaison with the respective internal stakeholders to
avoid failure in Merino’s commitment towards delivery.
2. Complaint Resolution
a. Handle customer complaints regarding product quality, delivery issues or service gaps
b. Liaise with internal teams (e.g. quality, production, warehouse and logistics) to identify root
cause and coordinate for resolution.
c. Provide quick resolution and ensure preventive measures are implemented to avoid
recurrence.
3. Customer Feedback and continuous improvement
a. Collect and analyze customer feedback to identify areas of improvement in products and
services.
b. Conduct periodic surveys to gauge customer satisfaction and expectations.
4. Documentation and Reporting
a. Maintain records of all customer orders, complaints, dispatches and feedback.
b. Generate daily / periodic reports on customer service performance, information flow to
customers.
c. Order cancellation report with detailed remarks on cancellation and alternate dispatch
schedule from sales.
5. Customer Visits
a. Identify key accounts / customers to meet based on priority / value
b. Develop quarterly visit plans along with agenda
6. Inventory Management and Hygiene
a. Liquidation of SLOB and dead inventory
b. Dispatch for MTS committed order within 7 days of order receipt for improved delivery OTIF
c. Dispatch of MTO committed orders at the earliest (15 to 21 days) as per availability.
d. Monitoring of orders dispatched from WH for variation in delivery as per plan/OBD after
finance approval.
e. Distributor BPR
7. Team Attributes
a. Working together as a team with high collaboration towards organizational development
b. Align towards the organizational dynamic goals for optimized service.
c. Adherence to all policies and procedures.
- d. Contribution to the team and business to achieve excellence
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