- Professional
- Bureau à Oragadam
The Impact You'll Make
The Customer Excellence Lead – SD is responsible for driving customer satisfaction, ensuring flawless execution of Sales & Distribution (SD) processes, and acting as a bridge between customers, sales, and internal operations. The role focuses on improving the end-to-end customer experience, resolving escalations, and embedding best practices in order management and delivery.
What You’ll Be Doing
Customer Experience Management
• Serve as the primary escalation point for customer issues within the SD function.
• Monitor and track customer service levels, ensuring alignment with agreed SLAs.
Sales & Distribution Process Excellence
• Oversee order-to-cash (O2C) processes to ensure efficiency, accuracy, and compliance.
• Collaborate with logistics, supply chain, and sales teams, Global team to resolve bottlenecks.
Continuous Improvement
• Identify gaps in customer experience and recommend process/system improvements.
• Drive adoption of automation and digital tools in the SD process.
• Support changing management initiatives to improve customer engagement.
Collaboration & Stakeholder Engagement
• Partner with sales managers to understand customer needs and align solutions.
• Provide feedback to cross-functional teams (logistics, finance, supply chain) to address recurring issues.
• Lead customer review meetings, present insights, and track action items.
Performance & Reporting
• Track customer service KPIs (OTIF, order cycle time, complaints resolution, etc.).
• Prepare dashboards and reports for leadership on customer experience performance.
• Ensure compliance with audit requirements in order processing and customer communications.
What We're Looking For
• Excellent customer care skills (verbally and written)
• Excellent communication skills in English
• Excellent knowledge on commercial terms and conditions.
• Customer focused attitude
• SAP experience in a Sales / Customer Service environment and others CRM Systems, such as SalesForce.com
Ready to Make a Difference?
If this role excites you, we’d love to hear from you! Apply now to start the conversation and learn more about where your career can go with us.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or other protected category.
