Customer Service Executive

Location: Andheri (Mumbai)

Position: Third Party (Off Roll)

Role & responsibilities

• Order Management: Process customer orders in SAP, ensuring all details are accurate and comply with company policies.
• Customer Communication: Serve as the main contact for customer inquiries on orders, deliveries, and pricing. Manage customer interactions in SAP and CRM to resolve issues promptly via phone, email, and chat.
• Invoice & Payment Processing: Accurately invoice customer orders in SAP and monitor payments to ensure compliance with SLAs.
• OTC Process Support: Oversee the entire OTC cycle order processing, delivery scheduling, invoicing, and payment collection while aiming to reduce errors and improve service quality.
• Dispute Resolution: Resolve discrepancies related to orders, shipments, or invoices by working with internal teams, focusing on reducing complaint resolution time.
• Delivery Coordination: Collaborate with logistics and warehouse teams to ensure timely deliveries, tracking updates through SAP and CRM.
• Customer Account Management: Keep accurate records in SAP and CRM, including account information and payment status, to support seamless order processing.
• Credit Control: Work with finance to manage credit limits and follow up on overdue payments, ensuring efficient cash collection.
• Cross-functional Collaboration: Partner with Sales, Finance, and Logistics teams to enhance the OTC process, aiming to meet SLAs and improve NPS.
• Reporting & Analysis: Generate reports on key metrics like SLA Compliance and Complaint Resolution Time to drive improvements in customer service and operations.
• Continuous Improvement: Identify areas within the OTC process to enhance first contact resolution, reduce order and invoice errors, and boost customer satisfaction.

Preferred candidate profile

• SAP experience mandatory.
• Good Communication Skills