Customer Service Representative

1 week ago

Ghaziabad Uttar Pradesh, India Ingersoll Rand Full time

**Job title: Customer Service Representative**

**Location**:Sahibabad, Ghaziabad

**About Us**

**Job Overview**:
The 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.
- 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.

**Requirements**:

- Bachelor’s Degree
- 5 - 6 years’ experience in service / customer facing role
- Good level of English, spoken and written.

**Core 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

**Preferences**:

- Bachelor’s degree (Any Specialization) required

**Travel & Work Arrangements/Requirements**
- Office Work (6 Days)

**What we Offer**

At Ingersoll Rand, we embrace a culture of personal ownership — taking responsibility for our company, our communities, and our environment, as well as our individual health and well-being. Our comprehensive benefits package is designed to empower you with the tools and support necessary to take charge of your health, ensuring that together, we can continue to make life better. Our range of benefits includes health care options like medical and prescription plans, dental and vision coverage, as well as wellness programs. Additionally, we provide life insurance, a robust 401(k) plan, paid time off, and even an employee stock grant, among other offerings. These benefits are our commitment to you, so you can be your best at work and beyond.

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