Customer Support Representative
- Bangalore, Karnataka
- Permanent
- Full-time
- Follow established procedures to ensure effective and efficient operations within the Customer Service department.
- Monitor programs and processes to ensure on-time delivery and meet customer expectations, while maintaining and developing in-depth knowledge of company systems and processes.
- Manage orders from receipt through invoicing, leveraging supply chain capabilities and current status.
- Resolve customer order issues using process knowledge and problem-solving skills.
- Develop thorough knowledge of Enterprise products and apply it to support internal and external customers, business partners, and the sales organization.
- Provide product literature and documentation when appropriate.
- Report and manage daily metrics.
- Handle inbound/outbound communications regarding order entry, confirmations, acknowledgements, changes, and website inquiries.
- Provide support and backup assistance to peers.
- Communicate with internal teams on order scheduling and potential issues.
- Set customer expectations and priorities for the supply chain.
- Identify opportunities to improve efficiency and enhance customer satisfaction.
- Support quality and warranty processes as needed.
- Guide customers toward higher revenue and margin products when appropriate.
- Participate in ongoing training on products, processes, and business skills.
- Maintain constructive and cooperative relationships with customers, prospects, colleagues, and supervisors.
- Support and participate in overall business development activities.
- Continuously improve communication methods and tools.
- Perform other duties as required by business needs.
- Graduate with preferably 5+ years of relevant experience
- Experience in Order processing/Order management.
- SAP (SD) module.
- SAP (MM) experience is a good to have.
- Hands on experience in MS Office.