Customer Service Representative

Ghaziabad, Uttar Pradesh
Permanent
Full-time

15 days ago

Customer Service RepresentativeGhaziabad, UPAbout UsIngersoll Rand Technology & Services Private Limited is a 100% subsidiary of Ingersoll -Rand's Productivity Solutions Division. Organisation's experienced workforce is committed to producing high quality assembly equipment's and is provided with modern manufacturing & test facilities. All critical operations are done in house. The company has been certified to comply with ISO 9001 since 1996; and has upgraded the systems and is certified with ISO 9001:2015 since 2017. Ingersoll Rand lays great emphasis on pre & after sales service to help customers select appropriate technology and product's to exactly match their applications and requirements as well as to ensure optimum utilisation of equipment's supplied. Ingersoll Rand also manufactures and markets a complete range of accessories and is a solution provider to Indian Assembly Industries.Job SummaryThe position will manage the customer experience in India by handling and supporting all operational transactions within the assigned territory. They will coordinate the order flow activities across departments and geographical locations in order to ensure we meet our commitments to the customer.Responsibilities

Provide a high level of account management to customers.
Manage customer orders from placement to invoicing through multiple channels, including E-Mail and websites to ensure 100% customer satisfaction.
Work with demand management to satisfy customers' required delivery dates.
Manage customer expectations by clearly communicating our commitments (i.e. delivery dates or problem resolution), and keeping customers informed of status of orders, issues, etc.
Provide customer support for pre order activities (pricing, availability, quoting, technical specifications).
Ownership of customer feedback and queries and proactive management of issues through resolution.
Process customer orders (promise dates, order entry, collaboration with supply chain and operations).
Ensure that all requested support is provided to meet the monthly revenue target.
Process claims and product returns in line with the Business Unit policies within the service level objectives and initiate corrective actions.
Coordinate cancellation requests with supplier/customer in order to avoid any discrepancy / excess in inventory.
Provide support and training to distributors on order entry application.
Identify improvements by using Lean Principles methodology.
Liaise with plant to improve delivery dates.
Respond to technical questions or refer them to appropriate functions.
Escalate customer issues requiring more complex cross functional resolution to the IR Corrective and Preventive Action System (IR CAPA)
Represent Ingersoll Rand in a professional and courteous manner to customers to ensure service excellence and customer satisfaction

Basic Qualifications

BE / B.Tech.(Mechanical/ Electrical / Electronics / Instrumentation). Master's degree preferred.
10 - 12 years' experience in service / customer facing role
Proficient in MS Office applications and experience with ERP systems will be preferred
Good level of English, spoken and written

Travel & Work Arrangements/RequirementsOnsite WorkKey Competencies

Experience in a customer facing role. Previous exposure to the Technical /Industrial organization preferred
Self-motivated, assertive individual, problem solver and teamwork oriented.
Understanding operations and the supply demand flow is beneficial.
Knowledge of Continuous Improvements tools
Ability to communicate clearly and effectively using positive language
Important Qualities - professionalism, decision-making, stress tolerance and time-management skills
Fluent English is required

What we Offer

We are all owners of the company! Stock options (Employee Ownership Program) that align your interests with the company's success.
Yearly performance-based bonus, rewarding your hard work and dedication
Leave Encashments
Maternity/Paternity Leaves
Employee Health covered under Medical, Group Term Life & Accident Insurance
Employee Assistance Program
Employee development with LinkedIn Learning
Employee recognition via Awardco
Collaborative, multicultural work environment with a team of dedicated professionals, fostering innovation and teamwork.

#LI-GG1Special AccommodationIf you are a person with a disability and need assistance applying for a job, please .Lean on us to help you make life betterWe think and act like owners.We are committed to making our customers successful.We are bold in our aspirations while moving forward with humility and integrity.We foster inspired teams.Bicycle rights prism poutine austin. Drinking vinegar gluten-free iceland, typewriter farm-to-table selfies XOXO food truck four loko.Ingersoll Rand is committed to achieving workforce diversity reflective of our communities. We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request and a member of our team will contact you.

Ingersoll Rand

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