Senior Customer Experience Specialist

3 days ago

Varanasi, Uttar Pradesh, India beBeeCustomerOrderService Full time ₹ 8,00,000 - ₹ 10,00,000
Job Description

The role of a Customer Order Service Executive involves processing equipment, media, and consumables orders received via manual or online platforms in defined ERP systems. The ideal candidate will interface with internal teams to ensure product delivery while maintaining communication accuracy and consistency.

Key Responsibilities:
  • Creation of Manual or Shop Carestream Orders in SAP/C4C, verifying accurate invoicing parameters.
  • Handling customer/stakeholder queries/complaints, escalating complex issues to SME/TL for intervention.
  • Maintaining Perfect Order Fulfillment (POF) in every order, following processes 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, requiring close coordination with cross-functional teams.
  • Creating internal/demo orders by coordinating with channel partners/sales teams.
  • Interacting with sales ops, supply chain, WH teams for product availability and informing customers on order status.
  • Generating financial documents in SAP, collecting relevant documents from logistics/customer acceptance to trigger the invoicing process.
  • Resolving issues not within BOC's scope by working closely with field teams/sales operations.
  • Managing customer claims on defective products in SAP, coordinating with customer/manufacturing/logistics/transportation to understand root cause analysis.
  • Maintaining relevant documentation for submission as per audit needs.
  • Participating in governance calls with internal/external stakeholders.
  • Logging complaints in designated databases to ensure visibility to stakeholders.

Required Skills:

  • Excellent communication and problem-solving skills.
  • Strong analytical and organizational skills.
  • Ability to work under pressure and meet deadlines.
  • Proficiency in SAP and other ERP systems.
  • Knowledge of logistics and supply chain management.
  • Experience in customer service and relations.

Benefits:

  • Competitive salary and benefits package.
  • Opportunities for career growth and development.
  • Collaborative and dynamic work environment.

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