Customer Support Associate

3 days ago

Mumbai, Maharashtra, India Iquest Management Consultants Full time ₹ 2,00,000 - ₹ 6,00,000 per year

Position Summary:

This position is very important and key in managing commercial activities necessary to provide an all-round excellent support to customer. The activities include quote preparation, order processing, receivables management, delivery support, product returns. It is the responsibility of this position to ensure that all inquiries are addressed completely and all transactions necessary to support the quote and order fulfillment process to meet customer expectations.

This Position will also be responsible to drive sales from the list of assigned Customers and handle commercial negotiations. This will also include regular customer visits.

% of Time

Key Responsibilities:

60%

Obtain basic technical and complete commercial competency & handle customer requirement of Companies products. Learn and follow transactional activities as prescribed by your direct procedures (SOPs).

Timely processing of all customer quotes, orders. Coordination with other departments for invoicing and product deliveries. Conduct daily customer quote and order reviews.

Coordinate with select customers for initiation, negotiation and formalising of annual rate contracts in coordination with business manager and branch heads.

Interact with warehouse and sales associates on customers behalf. Handle Order expedites, product returns, inspection & testing satisfactorily.

Manage customer complaints on priority. Escalate unresolved/open issues to the necessary level for expediting of actions and decisions for an early resolution on customer complaints.

Manage receivables and statutory records in timely manner to maintain healthy DSO performance.

Understand commercial terms and conditions and coordinate with finance team for legal documentation review and finalisation. This includes purchase order terms and conditions, advance bank guarantees, performance bank guarantees, etc.

30%

Participate in customer engagement plan for the assigned grid of Customers including Customer Visits

Assist in the preparation and organizing of promotional/Marketing material for events. Participate in events as necessary.

10%

Participate in Departmental review meetings, company Quality Systems activities & additional responsibilities (as mentioned below)

Additional Responsibility:

  • Participate in the organization`s strategic planning process, annual business planning process & contribute towards achieving targets assigned to the department.
  • Regularly enhance your competencies through various avenues/ platforms made available by the organisation such as online university courses, Live Training, etc.
  • Actively participate in peer groups to incorporate companies Quality Systems essentials such as introduction of new procedures, improvement of existing procedures, quality audits, etc.
  • Learn about Business Systems & use them as per the assigned user`s responsibility in the processes.

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