Customer Support Representative

Job Role: Customer Support Representative (CSR)

Shift: Night Shift (6:00 PM to 3:00 AM / 06:30 pm to 03:30 am.

• During daylight saving: 07:00 pm to 04:00 am / 07:30 pm to 04:30 am )

Location: Coimbatore, India (WFO)

Job Overview:

We are seeking a detail-oriented and motivated individual to join our team. The ideal candidate should possess a basic understanding of SAP transaction codes (T-Codes), proficiency in order management processes, and effective communication skills for vendor correspondence. This role will play a crucial part in ensuring seamless order processing, resolving past-due issues, and maintaining positive relationships with customers.

Responsibilities:

• Utilize SAP transaction codes to process orders accurately and efficiently.
• Enter and update customer orders in the SAP system via phone and email requests, ensuring timely and accurate data entry through necessary communication.
• Monitor order shipments using ADSI software and carrier websites.
• Manage document requests including invoices, credits, debits, packing slips, order confirmations, and proof of delivery.
• Provide customers and sales representatives with an update on orders, quotes, returns, product audits, credit, and invoice rebill statuses.
• Inform customers and sales representatives about the progress of open items such as quote and order processing, product audits, and line routes.
• Supply customers and sales representatives with essential account balance details regarding invoices awaiting payment.
• Handle credit and debit memo requests per departmental policies.
• Assist in resolving transactional discrepancies and addressing customer complaints to achieve resolution.
• Recognize minor discrepancies in shipment delivery dates, product pricing, and quantities, and research to furnish proof of delivery upon request.
• Respond to typical product inquiries as the initial point of contact. May be tasked with handling customer credit card payments.
• Manage and resolve at least 40 calls daily within an inbound call center setting, engaging with sales representatives, customers, and various internal departments
• Attend and actively participate in departmental training sessions and communication meetings.
• Promptly brings concerns and intricate issues to the attention of the leadership team.
• Sustain consistent performance levels in adherence to established KPIs concerning phone and system usage, while also upholding the quality of work to acceptable standards.

Qualifications and Skills:

• A basic understanding of SAP transaction codes (Tcodes) related to order management processes is an added advantage.
• Excellent communication skills, both written and verbal, with an ability to interact professionally with vendors and internal teams.
• Prior experience in order management, vendor communication, or a related field is preferred.
• Ability to work independently and collaborate within a team-oriented environment.
• High level of reliability and integrity in handling sensitive vendor information.
• Adaptability to evolving processes and a willingness to learn new systems and tools.

Education and Certification:

• Basic Degree – Experience/degree related to Supply Chain Management is a plus.