Job Description

Dover is a diversified global manufacturer with annual revenue of over $7 billion. We deliver innovative equipment and components, specialty systems, consumable supplies, software and digital solutions, and support services through five operating segments: Engineered Products, Fueling Solutions, Imaging & Identification, Pumps & Process Solutions and Refrigeration & Food Equipment. Dover combines global scale with operational agility to lead the markets we serve. Recognized for our entrepreneurial approach for over 60 years, our team of approximately 24,000 employees takes an ownership mindset, collaborating with customers to redefine what\'s possible. Headquartered in Downers Grove, Illinois, Dover trades on the New York Stock Exchange under "DOV." Additional information is available at .

The position is responsible for
Managing a team who process customer orders for all kinds of business i.e., Equipment, Consumables, Spares & Services, CIS, and 3rd party items.
Analyze customer behavior and measure their impacts on business outcomes to update strategies.
Ensure daily tracking of order processing and decreasing the (TAT) Turnaround Time of Order processing and manage the increased volume of transactions at the month end.
Generate daily, weekly, and monthly reports of the work done by team members and as expected by the Management
Lead and advise the CRM team in receiving, coordinating, and monitoring all customer orders from placement until final delivery and ensure these are delivered smoothly and timely through plan accordingly and close co-ordination with the supply chain.
Working in close co-ordination with leaders responsible for Printer sales, Services & Solutions, Technical support, Finance and Supply chain for resolution and timely closure of billing and dispatches.
Working closely with the Sales to address problem and do a proper customer complaint closure.
Ensure to discuss and adhere to customer PO T&C and establish complete transparency especially the big projects, CIS solution projects, conditional and complex Terms & conditions, ensure only standard payment terms are accepted.
Ensure all PO received as strictly as per approved CPQ / Quotation. Any deviations need to be highlighted and validation received. Deviation and variances need to be updated in CPQ.
Work in close coordination with Finance & Trade compliance to ensure all compliances and regulatory updates are known and incorporated in billing transaction as needed.
Responsible to track account receivable in consultation with the Finance team.
Ensure customization and enhancement to SAP (S&D and other related modules) as required for changes in the business processes and regulatory / taxation changes.
Ensure complete tracking and scheduling of c/f backlog and raising timely alerts to management for key modification vs the original forecast timelines and scope.
Work closely with Sales Op and Finance to closely monitor the weekly processing of billing and actively participate in various forecast build-up and submissions.
Ensure all billings are done at the agreed ARC, prices, and discount level as applicable in the prevailing times. In case of key variances or unusual prices for similar products / services vs the past business, need to immediately escalate and hold for billing.
Especially ensure that Services Orders are properly managed and controlled in SAP with all key parameters recorded so that there are no uncooked or overbooked value and also they are attached to each active unique printer serial numbers at all times .
Facilitates credit release process based on established guidelines, coordinates with Sales and Finance on pending credit issues of customers.
The role demands deliver differentiated value to customers; improve back-end processes and build customer responsiveness in execution, re-align to current and emerging market needs and automate key processes.
The key deliverables of the role are:

• Generates and scrutinizes orders, order entering, invoicing and MIS reporting with good turnaround time.
• Generate MIS on a daily, weekly, and monthly basis.
• Maintain retention rate of existing customers by:

o Proactive engagement and relationship management with key stake holders
o Develop programs to build customer loyalty
o Propose innovative solution to win-back lost accounts
o Retention care & monitoring of win-back accounts

• Reduce customer churn by increasing satisfaction score and delivery upon customer RDD.
• Control the Credit Issues level by minimizing the reversals and analysis the CN and improve the transaction accuracy
• Optimize local processes and procedures with the regional team and collaborating on ways to improve revenue and efficiency by understanding of install base management

Key Competencies:
Customer Management skills
- Have a customer-centric approach that results are superior service, differentiated solutions, enhanced business results and customer retention.
Negotiation & Persuasion skills
- Effectively exploring alternatives and demonstrate capabilities to reach an outcome that gains the commitment of the customers.
Business & Commercial acumen
- Ability to integrate economic, market, financial (taxes, duties, inventory management) and industry data from multiple sources to identify critical business issue, articulating the implications of changing market trends and leveraging the same.
- Understands the Commercial Taxation Laws, Legal Aspects of Customer Contracts/Purchase Orders and ensures necessary safety measures are put in place to safeguard MI-In interest.
- Keeps updating the changing tax structures and tax laws.
Ability to work in a matrix organization
- the role requires close coordination with other sales teams, technical support organization, customer service, logistics team Supply Chain) and AR.
Result driven
- Introduces systems to measure results against goals.
- Makes firm agreements with others on the goals, the people who are expected to achieve them and the deadlines.
- Pays attention to critical success factors.
- Pays attention to deadlines.
Influencing / Cross - functional collaboration

• Sets a personal example for his team and cross-functional teams.
• Is able to convey enthusiasm to others.
• Supports own line of reasoning coherently.
• Thinks about own potential impact on the audience and takes up what the audience reacts to and what its interests are.

Qualifications and Experience:
A graduate in Commerce/Science/Technical etc., with a Post graduate qualification in Taxation Laws or Audit / Operations Management with 12+ years of experience, should have worked in a mid-sized organization handling commercial operations for a minimum of 4-5 years in B2B business. Prior experience of equipment selling and managing commercial operations (Order processing, invoice generation, Maintenance Contract Processing, ERP/CRM/SAP platform experience) to customers in FMCG, Food, Beverage, Pharma, and other general industries would be an added advantage.
Hands on Customer management experience in an Inside Sales/ Aftersales experience in an industrial environment with complex B2B interactions, with experience in developing aftermarket sales strategy such as Installed base management and Good knowledge of ERP & CRM (SAP, ACCPAC, Salesforce).
Incumbent should have full knowledge of Taxation laws, import and export framework, commercial knowledge on Contract Terms and Conditions and its framework, legal liabilities etc.

#LI-DNI

Work Arrangement : Hybrid

Salary Range : -

We consider several job-related, non-discriminatory factors when determining the pay rate for a position, including, but not limited to, the position\'s responsibilities, a candidate\'s work experience, a candidate\'s education/training, the position\'s location, and the key skills needed for the position. Pay is one of the Total Rewards that we provide to compensate and recognize employees for their work.

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.

This position may be located in: APAC : India : Haryana : Gurugram || APAC : India : Rajasthan : Bhiwadi

Sub Division : Direct Distribution India

Job Requisition ID : 50748

Dover Corporation