Customer Support

about upl:

UPL is a leader in global food systems and with the acquisition of Arysta LifeScience, is now one of the top 5 agricultural solutions companies worldwide. With revenue of US$5 billion, UPL has presence in 130 countries. With market access to 90 percent of worlds food basket and focused on high-growth regions, UPL represents a compelling value proposition for growers, distributors, suppliers, and innovation partners in a consolidating market. UPL is focused on emerging as a premier global provider of total crop solutions designed to secure the world’s long-term food supply. It offers an integrated portfolio of both patented and post-patent agricultural solutions for various arable and specialty crops, including biological, crop protection, seed treatment and post-harvest solutions covering the entire crop value chain. Based on the recognition that humankind is one community, UPL’s overarching commitment is to improve areas of its presence, workplace, and customer engagement.

Our purpose is ‘OpenAg’. An Open agriculture network that feeds sustainable growth for all. No limits, no borders.

Job Summary: This position is responsible for customer satisfaction related to sales. A general overview of duties includes: Coordinates and communicates with other departments to achieve timely and accurate order processing and on-time material shipment to provide maximum customer satisfaction while adhering to already established company policy and procedures. Works directly and extensively with customers for order processing, pricing, and spares related inquiries and issues – while demonstrating excellent customer service skills.

JOb Responsibilities:

• Manage Customer Queries/Issues.
• Determine, collect, and document all information necessary to process customer requests for product shipment on a daily basis.
• Communicate with customers, warehouses, and freight carriers with regard to expediting sales orders, carrier transit times, warehouse cut off times and late fees.
• Act as a single point of contact for Account Managers and Sales Partners on behalf of the customer.
• Conduct root cause analysis to diagnose problem and suggest the best possible solution to the customer in lines with UPL’s policy and procedures.
• Liase with different teams to expedite the resolution to provide quick resolution/ feedback to customer.
• Prepare Sales order for all domestic plants and warehouses while ensuring 90 % dispatches within 3 days after schedule.
• Provide plant wise dispatch plan on daily basis and keep tracking for the same.
• Track plant wise sales on daily basis and communicate the same to relevant team members.
• Coordinate with Supply chain and production team through regular plant visit resulting in efficient business transactions.
• Keeps records of customer interactions, process customer accounts and file documents.
• Provide logistic support by coordinating with different local transporters for arranging required vehicle ensuring smooth dispatches.
• Follow up with sales team for purchase orders and provide information around material availability.
• Knowledgeable of all resources available within UPL to respond to customer’s requirements and/or concerns with timely decision making and problem solving
• Performs special assignments and related duties to improve customer service as business dictates.
• Must be able to interact with customers and project a positive and professional image of UPL during high stress situations.

REQUIRED EDUCATION AND EXPERIENCE:

• Graduation Required
• 3-5 years of professional experience
• Ability to assist customers in various situations
• Good Communication Skills

LOCATION: Mumbai, India

KEY SKILLS REQUIRED:

• Must possess sales and customer relation skills.
• Good problem solving and analytical skills and detail oriented.
• Ability to maintain professional conduct that exemplifies the corporate policies at all times, particularly when interacting directly with internal and external customers.
• Ability to handle sensitive information with confidentiality and discretion.
• Proficient at multi-tasking.