Customer Operations Specialist

2 weeks ago

Bengaluru, Karnataka, India Black Box Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Customer Operations Coordinator

Position Summary:

This position handles the day-to-day client relationship with Black Box clients from a warehouse perspective. This role acts as the client liaison to meet their ongoing technology needs through data entry, customer service, reporting/trouble-shooting issues, staging products and making recommendations on product alternatives and materials.

Job Responsibilities:

  • Monitor client ticketing system and entering manual data entries into ERP; respond to client ticketing system within 24 hours to maintain service level agreement (SLA).
  • Work on sales orders and service tickets. Inform supervisors of product backorders and make substitution recommendations.
  • Contact Service Desk staff to help with general questions and order modifications.
  • Update the Inventory Web Portal to more accurately display data.
  • Engage in ongoing communication with Client regarding voice product inventory levels, refurbishing needs and products to order.
  • Answering questions and address ad-hoc requests for Clients and Third Tier Distributors.
  • Complete miscellaneous reports requests, such as:
  • Backorder report
  • Voice product threshold report
  • Equipment shipped/received report
  • Production schedule
  • Voice and data refurbishing reports
  • Daily/weekly discussions and meetings with Client Services team.
  • Participate in project calls with clients and Project Managers.
  • Receive, stage, ship and reserve bill of materials.
  • Additional duties as assigned.

Skills, Knowledge, Abilities:

  • Able to work independently as well as part of a team environment.
  • Able to retrieve information and conduct research related to project completion and job responsibilities.
  • Able to think analytically.
  • Capable of establishing priorities and balancing multiple projects simultaneously.
  • Encompasses project management skills from project start to finish.
  • Performs work under general supervision.
  • Handles basic issues and problems.
  • Excellent written and verbal communication skills.
  • Organized and detail-oriented.
  • Able to build collaborative relationships.
  • Able to read, write and interpret various correspondence, memos and instructions.
  • Understanding of basic mathematical concepts, such as adding, subtracting, multiplying and dividing.
  • Proficient in basic to intermediate computer software programs, such as Microsoft Office.
  • Ability to work overtime as necessary.

Qualifications:

  • High School Diploma, or equivalent
  • 3 years of experience in product control or service coordination

Supervisory Responsibility:

  • This position has no supervisory responsibilities

Physical Environment/Working Conditions:

  • List critical physical demands beyond normal office requirements, e.g. standing, walking, sitting, climbing, stooping, reaching, talking, hearing, lifting, use of hands, etc.

  • N/A- normal office requirements

  • List critical vision requirements beyond normal office needs – close, distant, color, peripheral, depth, etc.

  • N/A- normal office requirements

  • Describe any exposure to extreme or unusual environmental conditions- fumes/airborne particles, toxic chemicals, risk of electrical shock, loud noise, extreme cold or heat, etc.

  • N/A

* Reasonable accommodations may be made to enable individuals to perform the essential functions.

This job description defines the critical job responsibilities and requirements of a job classification in broad terms; it is not meant to be all-inclusive for any one position. Job responsibilities and requirements are subject to change at any time due to business conditions or any other reason.

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