Customer Support Associate

6 months ago

India OnProcess Full time

**Vacancy Name**
- Customer Support Associate

**Vacancy No**
- VN866

**Employment Type**
- Full Time

**Location Country**
- India

**About OnProcess**
- We’re on a bit of a mission at OnProcess. We are helping the world’s service supply chains get a whole lot better. Why? Because we believe that great customer service is a necessity, digital innovation is a game-changer and a new approach towards the ‘circular’ supply chain will drive dramatic sustainability benefits to the world - and we are making all this happen.
OnProcess are market leaders in the provision of innovative, engaging and value driven parts supply chain solutions across a diverse range of sectors. Solutions provided by OnProcess span Service Parts Planning, Delivery and Recovery services and comprise multiple technical and non-technical components.

**Job Overview**
- The Associate, Customer Service will support end to end provisioning within Supply Chain Management. The Associate, Customer Service will work cross functionally in the following areas: Building/processing orders, dispatching Techs and/or parts, Triage and quota management. The Associate, Customer Service supports the spare parts planning function of a major clients warranty exchange program and does this through professional communications, both to and from customers on behalf of OPT’s clients. The Associate, Customer Service supports the company’s processes through professional communications, both to and from customers, on behalf of OnProcess Technology’s clients. As a result of customer contact, the Associate, Customer Service updates the database with all appropriate information. The Associate, Customer Service supports all quality assurance efforts and program criteria.

**Responsibilities and Duties**
- Responsibilities:
A. Order Processing
- Processing for multiple regions including India, Southeast Asia, EMEA within specified TAT.
- Communicating with Field Engineers regarding stock availability, part shortage, etc.
- Co-ordinating with warehouse personnel for stock availability and part status to relay them to FEs.
- Identifying nature of goods and shipping them by ground or air means as required.
- Creating Stock Transfer Orders to ship parts from international depots.
- Liaising with multiple stakeholders namely warehouse and transport personnel along with FEs / clients to ship orders depending on the criticality.

B. Logistics Tracking
- Following up with transport personnel in a timely manner ensuring parts meet the SLA.
- Communicating all relevant stakeholders regarding any delays.
- Escalating any potential issues that may delay shipments and keeping all parties informed.

C. Inventory management
- Following up with the planning team for pending orders.
- Ensuring follow ups on orders shipped from abroad and escalate any potential delays.
- Communicating with client POCs for any shipments pending in customs.
- Communicating with FEs for availability status for their pending orders
- Shipping parts as requested by the field team.

D. Reverse Logistics
- Reviewing FE requests for part return. This includes clarifying any discrepancies.
- Aligning pickups with carriers as per the request from FEs
- Liaising with warehouse and carrier team to ensure parts are retrieved timely.
- Performing receipt transitions on SAP for returns
- Escalating and reviewing issues on weekly meetings.

E. Planning
- Reviewing list of parts retrieved at the NAM Hub
- Discussing with multiple planning stakeholders regarding parts to be repaired
- Liaising with multiple suppliers for Return Material Authorizations to return parts.
- Creating Purchase Orders based on RMAs and shipping parts.
- Following up with suppliers for any repair fee and coordinating with planners, if required
- Scarping parts and processing credits with suppliers, if required.

Qualifications:

- Fluency in English.
- 2+ years Previous customer service experience within a Contact Center.
- Previous technical experience and experience in supply chain management.
- Attention to detail and accuracy.
- Strong written, verbal and interpersonal communication skills.
- Familiarity with or an ability to understand and utilize a database and Microsoft Office programs.

Education/Certification requirement:

- Graduation in any discipline

OnProcess Technology is committed to global compliance with equal opportunity principles, ensuring all employees and applicants are treated fairly regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status as stipulated by applicable international, national (State/Federal), and local laws.

**Education Requirement**
- Bachelor's Degree

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