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Customer Service Rep III

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Sales & Marketing Support
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16000BBK Requisition #
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MAIN PURPOSE:         

This position would be responsible for carrying out the daily operations of the customer support for the assigned business unit.

 

KEY ACCOUNTABILITIES:

Order Entry

·         Process all revenue customer orders in SAP as per the timelines defined for execution of orders.

·         Plan effectively to handle business specific peculiarities like month end peaks, high level of consignment transactions, emergency orders etc.

Claim Settlement

·         Process all other orders like return orders, consignment orders, warranty orders, demo orders etc. as per the timelines defined.

·         Process all sales schemes on time, based on approvals and documentation.

·         Respond to customer enquiries and resolve complaints in a prompt and effective manner.

C Forms

·         Collect C forms from all customers on a timely basis and process debit notes to customers not providing C forms on time on monthly and quarterly basis.

Freight Processing

·         Process all freight collections, debit / credits etc. on time quarterly.

Interfacing Functions

·         Work with customers, sales, Finance Credit Controller and warehouse to provide afterhours / holidays emergency support.

·         Actively engage in periodic internal audits, external audits, consignment stock counts etc. and initiate necessary actions as per audit findings.

·         Actively interface with the materials and warehouse functions to ensure that the customer orders are processed in a timely manner and the backorders are minimized.

·         Actively engage with other functions like finance, regulatory, IT, legal /BCS, Admin etc. as necessary to provide prompt support to all customers.

Reporting

·         Present reports to customers, sales people and head of customer support as per the periodicity stipulated.

·         Update customers on order status, back orders once in a week and update the management on a monthly basis.

·         Provide honest, rapid, reliable, and efficient service to all the customers at all times.

·         Ensure strict compliance to all legal, regulatory, statutory and ethical norms.

  • Any Bachelor’s degree [Must Have]
  • PG diploma / degree in Business Management or Supply Chain Management (SCM) [Nice to Have, not must]

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