Job Description

Transport is at the core of modern society. Imagine using your expertise to shape sustainable transport solutions for the future? If you seek to make a difference on a global scale, working with next-gen technologies and the sharpest collaborative teams, then we could be a perfect match.

Customer Service & Communication Specialist

Service Market Logistics - Bangalore

About us


Service Market Logistics (SML) is part of Group Trucks Operations. We are an organization of approximately 3,700 employees globally in more than 40 locations. Every day, we are delivering world class operational excellence for our customers, based on smart logistics solutions. Our job is to develop, manage and optimize the Service Market supply chain for all Volvo Group brands and JV's. The scope for Service Market Logistics includes Flow Optimization, Inventory Management, Distribution Center operations, Customs & Trade as well as the development of logistics solutions to ensure the highest possible parts availability, delivery precision and quality everywhere in the world. We strive for an innovative and diverse workplace, exercising the Volvo Group values with high focus on customer success.



GTO Service Market Logistics, APAC Region covers Service Market Business across India, China, Korea, Singapore, Australia, Thailand and Indonesia



Distribution Centre (DC) Bangalore manage Service Market Business supporting all Volvo Group business in the Region including Volvo CE, Volvo Group Trucks, Volvo Bus and Volvo Penta. The primary interface with these entities is through Sales and Marketing's Aftermarket Commercial function.





Are you energized by challenges and playing an essential role for our customers?

Do you always keep the E2E perspective and approach?

Do you have a big interest to drive and develop cross-functional relations?

Then this position could be yours?

Position Description


The Customer Service is the interface between Distribution Centre towards both importers and dealers in the region, as well as our partners in sales and marketing. The role involves working with a wide span of activities, ranging from order- management, customer satisfaction management, handling of service deviations, Outbound Transportation Performance and department comunications.


Your responsibilities involves daily order processing from dealers, following up with operation for speedy execution, driving activities for improved processes and routines, as well as working with continuous improvements towards increased customer satisfaction. Operationally you will be responsible for meeting stipulated targets for the group.

Objective

• Interface towards importers/dealers/customers in the region and Sales & Marketing
• Providing timely and accurate information on order status (ETA, Invoice & Shipping)
• Drive Annual Dealer Survey and coordinate within DC Site to improve Satisfaction Index and reporting actions resulting from the survey

Main activities and responsibilities

• Maintain high standards by consistently meeting KPI targets.
+ Safety, Delivery, Quality, Cost, Environment & People
• Investigate and resolve customer queries quicky.
• Order Processing and Management and Maintaining records.
• Improve Customer Survey results.
• Collaboration with other functions - Dealer Inventory Management, Refill, Supply Planning, and Transport Operations.
• Participate in network meetings to drive process improvements continuously.
• Prioritize safety protocols and practices across all operations.
• Develop and implement communication plans to ensure clear and consistent messaging.
• Managing the DC Bangalore Viva webpage by publishing key activities
• Serve as an intermediary between departments to facilitate seamless communication.
• Provide comprehensive administrative support to maintain operational efficiency at the site.
• Maintain detailed documentation and prepare insightful reports.
• Handle confidential information with utmost integrity and discretion.

Functional Competencies

• Analytical Skills to Evaluate data and information to make informed decisions.
• Flow thinking mindset (VPS/ Lean concepts)
• Change Management: Adapting to and driving organizational change initiatives
• Complaint Resolution: Addressing customer concerns promptly and effectively.
• Digital Tools Proficiency: Utilizing technology for enhanced productivity and communication. (Office 365)
• Communicating ideas clearly and persuasively through presentation
• Well-ordered approach to solving problems and acting despite obstacles or resistance. Ability to decide on ownership/ responsibility of tasks.

Qualifications

• University degree in engineering/ logistics/ business along with minimum 5 Years relevant work experience
• Knowledge of logistics/supply chain management & Lean Principles.
• Proficiency in both English and regional languages is required.



Position Location : - Bangalore ( Hosakote) Occasional travelling will be required.



We value your data privacy and therefore do not accept applications via mail.

Who we are and what we believe in

Our focus on Inclusion, Diversity, and Equity allows each of us the opportunity to bring our full authentic self to work and thrive by providing a safe and supportive environment, free of harassment and discrimination. We are committed to removing the barriers to entry, which is why we ask that even if you feel you may not meet every qualification on the job description, please apply and let us decide.



Applying to this job offers you the opportunity to join Volvo Group . Every day, across the globe, our trucks, buses, engines, construction equipment, financial services, and solutions make modern life possible. We are almost 100,000 people empowered to shape the future landscape of efficient, safe and sustainable transport solutions. Fulfilling our mission creates countless career opportunities for talents with sharp minds and passion across the group's leading brands and entities.

Group Trucks Operations encompasses all production of the Group's manufacturing of Volvo, Renault and Mack trucks, as well as engines and transmissions. We also orchestrate the spare parts distribution for Volvo Group's customers globally and design, operate and optimize logistics and supply chains for all brands. We count 30,000 employees at 30 plants and 50 distribution centers across the globe. Our global footprint offers an opportunity for an international career in a state-of-the-art industrial environment, where continuous improvement is the foundation. As our planet is facing great challenges, we - one of the largest industrial organizations in the world - stand at the forefront of innovation. We are ready to rise to the challenge. Would you like to join us?