Senior Business Services Representative

1 week ago

Jaipur, Rajasthan, India beBeeCustomerOrder Full time ₹ 60,00,000 - ₹ 1,20,00,000
Customer Order Service Executive

We are seeking a skilled and detail-oriented Customer Order Service Executive to join our team.

Job Description:

The Customer Order Service Executive is responsible for processing equipment, media, and consumable orders received via manual or online platforms in defined ERP systems. They must interface with internal teams such as Sales, Supply Chain, Planners, Credit/Finance, etc., to ensure product or service delivery while maintaining the integrity, accuracy, and consistency of communication regarding status information to dealers or customers.

Key Responsibilities:

  • Creation of Manual or Shop Carestream Orders in SAP/C4C; checking all defined parameters for accurate invoicing.
  • Handling 1st-level customer/stakeholder queries/complaints, timely escalating to SME/TL for complex issues requiring intervention.
  • Maintaining Perfect Order Fulfillment (POF) in every order, following process for accurate RDD.
  • Monitoring invoicing and timely delivery at the customer site.
  • Releasing orders from credit hold in collaboration with the Credit Team (Finance).
  • Removing order blocks of varied nature, requiring close coordination with cross-functional teams.
  • Creating internal/demo orders by closely coordinating with Channel partners/Sales Team.
  • Interacting with Sales Ops, Supply Chain, WH teams for product availability and informing customers about order status.
  • Generating financial documents in SAP (e.g., deferrals, adjustments, rebate agreements for equipment) as per business case in SAP.
  • Collecting relevant documents from Logistics (POD) & Customer's acceptance to trigger the invoicing process.
  • Working closely with Field teams and/or Sales operations to resolve issues not within BOCs immediate scope (e.g., escalating pricing issues, non-receipt of Customer PO or other customer-related issues).
  • Managing customer claims on defective products in SAP; coordinating with Customer, Manufacturing, Logistics, Transportation to understand root cause analysis, seeking appropriate approvals as per approval matrix before raising claims in SAP.
  • Maintaining all relevant documentation for submission as per audit needs.
  • Participating in morning market calls (Region specific), Governance Calls with internal & external stakeholders.
  • Meticulously & consistently logging complaints in the designated database to ensure visibility to stakeholders; supporting other functions in complaint closure.
  • Raising CIMR requests to update customer Master or Pricing.
  • Generating proforma invoices, preparing Export Documentation for Drop and Direct shipments.

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