Customer Support Representative

6 days ago

Coimbatore, India Vserve Ebusiness Solution Private Limited Full time

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.


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