Associate Customer Support Representative - Order Management

REQUIREMENT SUMMARY

The Associate Customer Support Specialist plays a vital role in ensuring seamless customer interactions and satisfaction through effective order management and communication. Based in Pune, this position is integral to the Consulting sector, focusing on delivering world-class customer service as a competitive advantage.

Description

• Graduate/Postgraduate with a minimum of 3 years of experience in customer service, call center, or materials-related field, aligned with Level 3 experience requirements.
• Proficient in data entry and proofreading with a minimum typing speed of 35 WPM and 10-key skills.
• Experience with ERP systems (Oracle), business intelligence platforms (Power BI, QlikView), and order management software (MFG/PRO, Pharos).
• Strong command of Microsoft Office Suite (Excel, Word, PowerPoint) and keyboarding skills.
• Solid understanding of market dynamics, including customer needs and competitor analysis, as they relate to product service.
• Excellent organizational, time management, and problem-solving skills with the ability to manage urgent and multiple priorities.
• Strong communication skills with the ability to quickly adapt to change and foster customer satisfaction.

Key Responsibilities

• Oversee and manage order sources, including site-specific mailboxes and customer portals, to obtain and process Purchase Orders (PO).
• Receive, review, and complete Purchase Orders and modifications in ERP systems, following defined processes and utilizing provided tools.
• Ensure order requirements are met by checking the price and quantity of items and processing orders in ERP systems like MFGPRO or Siebel C360 with high attention to detail.
• Identify discrepancies in orders, such as price or ship-to locations, and coordinate with customers and site stakeholders for resolution.
• Expedite orders to prevent customer line-downs, handling emergency and expedited shipments promptly.
• Provide product information and leverage internal resources to fulfill customer requests efficiently.
• Maintain accurate and organized order files and acknowledgments, ensuring compliance with archiving requirements.
• Communicate proactively with customers and operations regarding order status, pricing, and special requests, fostering customer satisfaction and adherence to service-level agreements.

Requirements

• Graduate/Postgraduate degree in Business Administration or a related field.

Email: [email protected]