IN Sales Support Specialist

Company – Milliken Chemical & Textile (India) Co. Pvt. Ltd.
Position – Sales Support Specialist
Division – Flooring
Location – Mumbai
Reporting – Sales Director, India

Position Overview: Reporting to the Sales Director, the Sales Support Specialist (‘Sales Assistant-India’) is to act as the initial and primary point of contact for all aspects of service and customer care by providing support to Milliken’s sales managers and external customers (dealers/end users/ A&D’s). Responsible for overseeing a customer order from point of order placement to delivery and providing any subsequent support or information required. Working as part of a flexible and dynamic team whose aim is to provide a world-class service to all internal and external customers, he/she will lead by example to ensure a high level of pride, service, reliability, and efficiency is maintained. This role will specifically focus on supporting our partners/dealers and Milliken’s team based in India.

Key Job Responsibilities:
• Developing and maintaining active working relationships with our dealer partners, Milliken Sales Managers
• Entering and managing all types of sales orders through to completion (including both local and import order entries), providing quotations, following up on purchase orders, providing shipment details, assisting in tracking and expediting orders through production and shipping, delivery enquiries and tracking of shipments.
• Managing open orders: overseeing customers’ projects from receipt of order through to the point of delivery/collection, occasionally involving the need to identify special requirements to enable a seamless customer experience. Remaining informed on the status of customer orders and displaying accurate status on internal systems/spreadsheets and providing updates to business where required.
• Entering all customer complaints and coordinating the resolution of the complaint including examining records (for example invoices, proof of deliveries, purchase orders) to obtain facts about the complaint and liaising with other departments to collate necessary information and bring about a solution.
• Responding to enquiries (telephone or email) in a professional and timely manner and providing accurate and complete information. If an enquiry cannot be fully addressed at the first point of contact, providing an interim response, setting clear expectations of the next steps and delivering on
those commitments. Enquiries can include stock checks, lead times, ETA requests, product/technical information, pricing etc.
• Ability to identify issues which could potentially become problematic, offer solutions, and react quickly to emergencies. In the event of escalation, provide Team Leader with viable recommendations to solve problems with estimated financial impact to the organisation.
• Updating entries in ‘Spark’ by ensuring that all entries are up to date, enter visualization /DR requests in Spark and follow-ups with respective internal teams (designers/visualization associates/ technical designers etc.)
• Enhancing opportunities for further business growth through excellent service and by proactively welcoming suggestions and seeking feedback
• Proactively assisting the Team/other departments within the Company as and when required. Flexibility with working hours is also required when necessary.
• Keen to participate in projects that add value to company/team/customers.
• Pro-actively identify improvements.
• Representing the company at industry events
• Introducing new designs/collections to both internal (sales associates and dealers) as well as customers

Key Competencies

Essential
• Excellent verbal and written communication at a business level
• Flexible, proactive, and collaborative approach
• Strong customer/service focus and relationship building skills
• Time Management, highly organized and proven ability to prioritize, meet deadlines, multitask.
• Ability to deal with ambiguity, complexity and make decisions within the scope of the role.
• Managing and resolving conflict when we are unable to meet the customers’ expectations.
• Keen attention to detail, high levels of accuracy
• Proficient with a range of Microsoft applications, including basic data entry and spreadsheets in Excel
• Team Player

Desirable
• Experience working with SAP, or other ERP systems
• Export/international trade experience would be an advantage
• Experience in a Customer Service and Sales Support environment