Role Title: Customer Liaison Officer

Function and Department: Supply & Operational Excellence, AP Supply Chain

Location: Mumbai, India

Position Summary:         

As a Customer Liaison Officer in the Supply Chain function, you will serve as the focal point for Order-to-Cash (OTC) process. Based in Mumbai and reporting to the Asia Pacific Customer Service Leader, you are responsible for the operational stewardship of customer order placement, order fulfilment & cash management. As a member of the Customer Service Team, you will assist in the delivery of business critical service to ensure that customers’ expectations are exceeded. This position will work closely with Commercial, Supply Chain, Finance, Logistics Service Providers and Customers to ensure operational excellence while fostering long-term customer relationships.

Key Responsibilities / What You'll Achieve

• Understand and anticipate customer requirements, collaborating with relevant parties to deliver an exceptional customer experience across new and existing supply chains.
• Partner with Operations, Manufacturing Sites, External Service Providers (i.e., Freight Forwarders & Third Party Service Providers) and Customers to ensure timely delivery and steward customer satisfaction.
• Serve as the operational touchpoint for customer queries, including documentation, shipment status, and complex sales order resolution.
• Oversee on-time payment, punctual invoicing and steward receivables.
• Champion continuous improvement activities by investigating exceptions, identifying process inefficiencies, and assisting in the resolution of customer complaints.
• Drive process efficiency through rigorous analysis and optimization with internal stakeholders.
• Make periodic visits to key customer site alongside sales to enhance customer service levels.
• Actively promote & drive continuous improvement projects, contributing your expertise and expanding your knowledge within the project’s broader context.
• Take on additional responsibilities as needed, demonstrating flexibility and adaptability.

What will you gain from this role?

• Comprehensive knowledge of the Order to Cash Business Process, a critical business pillar and its interconnections with our Operations and Commercial teams.
• Development of critical reasoning skills such as process efficiency & effectiveness improvement, root cause analysis, negotiation and problem-solving.
• Active collaboration with internal teams (Commerical and Operations) to achieve best for Infineum outcomes.
• Customer-centric business principles in engagement with external stakeholders (Customers and Third Party Service Providers).
• Strong business acumen skills and operational supply chain knowledge.
• Hands-on experience with SAP Enterprise Resource Planning (ERP) tools and other analytical tools (i.e., Microsoft PowerBI etc.) to hone your analytics skills to drive optimization for the organization.

Skills & Qualifications

• A strong commitment to our Safety Culture, with the ability to apply it externally.
• Demonstrates Infineum CARES (Customer Focus, Ambition, Respect, Ethics & Safety) behaviors.
• A customer-centric mindset, proactively engaging with customers, offering improvement suggestions, and building strong relationships to understand, anticipate, and exceed their expectations.
• A sense of urgency, with the ability to operate under pressure, manage competing demands, fulfil deliveries as agreed, and effectively prioritize tasks.
• The ability to communicate & collaborate effectively with peers, cross-functional stakeholders (i.e., commercial & supply chain), customers, and suppliers from diverse cultural backgrounds.
• Strong liaison skills, enabling effective cooperation and healthy positive relationships with others.
• Excellent interpersonal  with the ability to communicate concisely and relate to others.
• Proficiency in IT (MS office suites applications). SAP knowledge will be an advantage.
• Knowledge in Supply Chain (UCP guidelines and incoterms) is desirable, but not mandatory.