Analyst - Customer Support

UPL Limited (NSE: UPL & BSE: 512070, LSE: UPLL) is a global provider of sustainable agriculture products and solutions, with annual revenue exceeding $6bn. We are a purpose-led company. Through OpenAg®, UPL is focused on accelerating progress for the food system. We are building a network that is reimagining sustainability, redefining the way an entire industry thinks and works – open to fresh ideas, innovation, and new answers as we strive towards our mission to make every single food product more sustainable. As one of the largest agriculture solutions companies worldwide, our robust portfolio consists of biologicals and traditional crop protection solutions with more than 14,000 registrations. We are present in more than 130 countries, represented by more than 10,000 colleagues globally. For more information about our integrated portfolio of solutions across the food value chain including seeds, post-harvest, as well as physical and digital services, please visit upl-ltd.com and follow us on LinkedIn, Twitter, Instagram and Facebook.

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.

We are one team, for maximum impact. One team with shared goals. We all play for the team and no one plays against the team. We have a laser-like focus on what our customers need and want, on anticipating their future needs and on how we can create innovative solutions and experiences for them.

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