Customer Service & Planning, MSDI Mumbai Location : Navi Mumbai, MH, India Job Family : Customer Service Job Type : Regular Posted : Feb 20, 2025 Job ID : 54613 Back to Search Results Job Description Apply Now > Save JobJob Saved The purpose of this role is to oversee and manage the end-to-end order management process, ensuring that customer requirements are met with precision and timeliness while maintaining effective communication and coordination. The position also integrates production planning responsibilities to optimize manufacturing schedules, align with customer needs, and support the seamless execution of production operations. By serving as the key interface between customers, the sales team, and internal departments, this role aims to drive customer satisfaction, improve on-time delivery performance, and enhance overall operational efficiency. Order Management Duties: + Process customer orders accurately and promptly in the ERP system (JDE). + Verify order details to ensure compliance with company policies and customer agreements. + Handle order amendments and cancellations while coordinating with relevant departments. 2. Customer Interaction and Support: + Maintain open communication channels with customers to provide updates on order status and address any concerns. + Proactively manage customer expectations regarding lead times and potential delays. + Prepare and distribute regular reports to customers, such as order confirmations and delivery schedules. 3. Production Planning Duties: + Develop and monitor daily, weekly, and monthly production schedules. + Adjust production plans as needed to respond to changes in customer demand or production capabilities. + Coordinate with procurement teams to ensure the availability of raw materials for production. 4. Cross-functional Coordination: + Collaborate with sales and operations teams to align production schedules with sales forecasts. + Implement corrective measures to mitigate production delays and maintain delivery commitments. 5. Data Analysis and Reporting: + Generate and analyse performance metrics, such as on-time delivery rates and order backlogs. + Provide insights and reports to management to support decision-making processes. + Utilize data to identify trends and suggest process improvements for better efficiency. 6. Import logistics + Interact with Parker suppling divisions. Decide best possible freight modes in line with customer and cost requirement. + Coordinate with freight forwarders and logistic partners for improving process , reducing costs and making the supply chain more efficient. + Key Accountability + Order Processing and Management: Outputs to Achieve: Accurate and timely processing of customer orders within the ERP system; consistent on-time delivery. Actions to Achieve: + Review and enter orders into the ERP system (JDE) within 24 hours of receipt. + Send order confirmations to customers promptly. & Purchase Orders get generated. + Maintain data integrity by verifying order details for accuracy and compliance. 2. Customer Communication and Support: Outputs to Achieve: High levels of customer satisfaction and prompt issue resolution. Actions to Achieve: Regularly update customers on the status of their orders and address their inquiries. + Lead conference calls with customers to discuss order progress, quality issues, returns, and payment concerns. + Collaborate with internal teams to ensure customer needs are met effectively. 3. Production Planning and Coordination: Outputs to Achieve: Optimized production schedules that align with customer delivery requirements and available resources. Actions to Achieve: + Develop and maintain daily, weekly, and monthly production schedules in coordination with the planning department. + Adjust plans as needed based on changes in customer orders or production capabilities. + Work closely with procurement and inventory teams to ensure raw materials are available for uninterrupted production. 4. Cross-functional Collaboration: Outputs to Achieve: Seamless communication between sales, customer service, production, and supply chain teams. Actions to Achieve: + Act as the link between the sales team, planning department, and customers. + Coordinate change requests, such as delivery date adjustments or order modifications. + Address any internal or external issues impacting the order management and production processes. 5. Performance Monitoring and Reporting: Outputs to Achieve: Accurate and timely reports that support informed decision-making. Actions to Achieve: + Generate MIS reports detailing order status, Late Backlog orders, production backlogs, and forecasts. + Monitor and report on key performance indicators such as On Time to Promise, On Time to Request, Late Backlog Days. + Analyse data to identify trends and recommend process improvements to enhance efficiency and performance. 6. Problem Resolution and Process Improvement: Outputs to Achieve: Efficient handling of issues with minimal impact on customer satisfaction and operations. Actions to Achieve: + Quickly address and resolve any customer complaints or order discrepancies with input from relevant teams. + Identify recurring issues and develop solutions to prevent them in the future. + Implement process changes to improve order management and production planning workflows. + Graduate in any field (Science/Commerce/Marketing/Business Administration). + 8-10 years of work experience in a manufacturing environment, preferably in Supply Chain, Production Planning, or related fields. Parker Hannifin Corporation is the world's leading diversified manufacturer of motion and control technologies and systems, providing precision-engineered solutions for a wide variety of mobile, industrial and aerospace markets.