Customer Service Manager

3 days ago

Ghaziabad, Uttar Pradesh, India beBeeCustomerService Full time ₹ 1,04,000 - ₹ 1,30,878
About the Position:

We are seeking a skilled Customer Service Representative to join our team. This role is crucial in ensuring smooth customer communication, order processing, quality issue management, and satisfaction enhancement.

Key Responsibilities:Order & Inventory Management
  • Process customer orders, validate all fields (addresses, payment terms, part numbers, quantities), and obtain price approvals.
  • Manage sales backlog, open orders, and stock statements using reports generated from SAP (MM01).
  • Handle credit notes, returns, and quality complaints using SAP RMA processes.
Customer Interaction & Support
  • Act as the primary point of contact for customers, providing timely updates on order status, product information, delivery schedules, and issue resolution.
  • Use customer portals for post-invoicing tasks such as invoice uploads.
  • Handle global customer communication, including requests from Europe.
  • Interact professionally on Microsoft Teams via calls, video, and chats.
Logistics & Delivery Coordination
  • Collaborate with planning and logistics teams to expedite urgent orders and ensure delivery per customer request.
  • Manage monthly billing targets and track sample preparation for exhibitions (Electronica, Elecrama).
Quality Complaint Handling
  • Provide first-level response to customers for product quality issues.
  • Coordinate with logistics to retrieve samples and follow up with quality teams for analysis.
  • Share 8D reports with Sales/Marketing for customer submission.
Reporting & Documentation
  • Maintain accurate customer records, transaction logs, and satisfaction reports.
  • Prepare periodic KPI reports and ensure audit readiness.
Required Skills & Qualifications:
  • An engineering degree or equivalent experience, preferably in electronics.
  • 8–10 years of experience in customer service operations.
  • Proficient in SAP (order entry, report generation) and familiar with capacitors.
  • Excellent written and spoken English communication skills.
  • Strong analytical, coordination, and interpersonal skills.
  • Patient, polite, team-oriented, and customer-centric mindset.
  • Experience working with global teams and customers across time zones.

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