Job Description

TITLE OF ROLE: Supervisor (M1)
DEPARTMENT: Customer Master
REPORTS TO (ROLE & NAME): Customer Master Manager
LOCATION: Chennai, India

Main purpose of the role/Position Summary:
The Customer Master Supervisor is in charge of overseeing daily duties of the Customer Master team in India, leading staff to perform all the steps necessary to support business divisions by creating, managing and maintaining an accurate record of our global customer database. This is a key leadership role with management duties that must be carried out in a timely and effective manner, and includes collaborating with various departments, including sales, customer service, logistics, and finance, to ensure a seamless order-to-cash process. You will play a critical role in maintaining customer satisfaction, business division support, trade and revenue compliance and contributing to Trimble's overall success. The Supervisor serves as a point of contact for issue escalation internally and externally. Leadership is an essential function of this role providing motivation, positive reinforcement, guidance, discipline, training and energy for the team to grow and develop from. Your top priorities are an improved customer experience, ensuring all compliance requirements are upheld, and encouraging a successful and efficient team atmosphere to set Trimble up for the highest level of success possible.

Job Responsibilities:Customer Data Management: Manage the creation, maintenance, and accuracy of customer master records in our database. This includes orchestrating training of team members on how to capture and revise relevant information such as contact details, billing and shipping addresses, and other pertinent data to ensure information is up-to-date. Data Validation: Identify and rectify discrepancies, inconsistencies or duplications in the system. Cross-Functional Collaboration: Work with cross-functional teams, including sales, marketing, finance, and customer service to gather and validate customer information. Communicate and interact both professionally and effectively to resolve data-related issues and provide support when required. Compliance: Expert understanding of company policies and procedures, as well as localization requirements when applicable, related to customer data and data privacy. Escalation Point of Contact: Help guide team members with unresolved or complex cases. Escalate to manager as needed. Continuous Improvement: Responsible for identifying and initiating process improvements & changes for recurring process inefficiencies, ongoing improvements in existing data validation processes, customer service and operational processes. Customer Satisfaction: Strive to meet or exceed customer satisfaction targets by addressing concerns promptly, demonstrating empathy, and contributing to a positive overall customer experience. Complex Merge Cases: Analyze & make decisions about whether or not to merge accounts in complex situations. Work to get appropriate approvals and process the merges when appropriate, or present to stakeholders alternative solutions so there is a positive outcome for the customer. System Enhancements: Actively participate in system enhancement projects and initiatives related to customer master data management, including development discussions/sessions, testing and providing feedback as necessary. Employee discipline and conflict management: For direct reports, and to assist other supervisors Performance review and guidance: For direct reports, and to assist other supervisors Expanding knowledge-base: Learn more about the entire processes at mid-levels and self-preparation to move to the next level Leadership & Mentorship: Foster a positive and collaborative teamwork environment by offering constructive feedback to enhance team member's skills and encouraging open communication. Training: Develop and conduct training programs for the Customer Master team to ensure they are up-to-date with compliance requirements, process changes, and industry best practices. Reporting: Help management with regular reporting. Flag reporting inefficiencies or inaccuracies and recommend improvements. Quality Assurance Audits: Perform team audit quality checks on cases to minimize errors and ensure adherence to company policies and procedures.


Qualifications & Experience:
Graduated/Degree desirable
Should have 2 - 3 years of experience in process handling and people management.
Outstanding leadership and organizational abilities
Excellent interpersonal and communication skillsGraduated/Degree required (or equivalent work experience) Experience (5+ years) in process handling, accounting, order administration, sales support Experience (2+ years) in people management Outstanding leadership & organizational abilities Excellent interpersonal and communication skills, both written and verbal, to interact effectively with customers and internal teams while conveying a positive, service-oriented attitude Adaptable and open to change, with a continuous improvement mindset. High-level knowledge of policy compliance to coach, reinforce and develop the team on these rules. Ability to work in a fast-paced stressful environment, prioritize tasks, and meet deadlines. Problem-solving and critical-thinking abilities to resolve order-related issues effectively. Experience with a top-tier Enterprise resource planning (ERP) system a plus. Familiarity with Salesforce CRM systems and other relevant software applications expected. Experience with Google Chrome, Gmail, Google Apps, Microsoft Office/Suite, Data Load a plus.


Relationships required to build within this role:
INTERNAL:Sales Managers Sales Operations Customer Support Teams Order Management Teams Credit & Collections Compliance Teams Business/Division/Sector Representatives Project Managers Tax Professionals Legal Professionals Customer Claims Marketing Internal Audit Professionals Business Intelligence (BI) Team Data Governance Committee


EXTERNAL:Customers/Resellers Contracted Consultant Companies


General abilities and skills expected to be learned and mastered in this role:Responsible for leading the team to uphold service level agreements with internal customers Expert comprehension and understanding of the complexity of how customer master data is entered, maintained and used throughout Trimble. Expert in Salesforce, Oracle and other supportive systems Learn professional negotiation, education and enforcement of compliance rules directly with customers, business divisions and sales people Practice healthy decision making in high-pressure situations Excellent command of and adherence to trade compliance and revenue recognition compliance Expert understanding of Trimble's iterative testing process Excellent customer service skills Excellent training skills, from planning to orchestration to audit and re-direction of team members Improved leadership skills * Should be able to demonstrate your eligibility for promotion to a higher manager level role based on excellent performance and proven leadership