Hiring Customer Support

Company Overview:

Vserve Ebusiness Solution is a leading ISO 27001:2013 certified provider of e-commerce solutions and product catalog management services. We offer comprehensive industry-specific solutions and strive to help enterprises transform and grow in the ever-changing world of technology. Our customer-centric approach ensures that we deliver sustainable solutions and strategies tailored to meet our client's needs.

Job Overview:

We are seeking a detail-oriented and motivated individual to join our team. The ideal candidate should possess a basic understanding of ERP (preferably SAP - transaction codes (T-Codes)), proficiency in order management processes, and effective communication skills for Sales / Customer correspondence. This role will play a crucial part in resolving queries / issues and maintaining positive relationships with customers.

Responsibilities:

• Utilize SAP transaction codes / CRM to process orders / requests accurately and efficiently.

• Enter and update customer orders in the SAP system via phone and email requests, ensuring timely and accurate data entry through necessary communication.

• Monitor order shipments using ADSI software and carrier websites.

• Manage document requests including invoices, credits, debits, packing slips, order

confirmations, and proof of delivery.

• Provide customers and sales representatives with an update on orders, quotes, returns, product audits, credit, and invoice rebill statuses.

• Inform customers and sales representatives about the progress of open items such as quote and order processing, product audits, and line routes.

• Supply customers and sales representatives with essential account balance details regarding invoices awaiting payment.

• Handle credit and debit memo requests per departmental policies.

• Assist in resolving transactional discrepancies and addressing customer complaints to achieve resolution.

• Recognize minor discrepancies in shipment delivery dates, product pricing, and quantities, and research to furnish proof of delivery upon request.

• Respond to typical product inquiries as the initial point of contact. May be tasked with handling customer credit card payments.

• Manage and resolve at least 40 Emails / calls daily within an inbound call center setting,

engaging with sales representatives, customers and various internal departments.

• Attend and actively participate in departmental training sessions and communication meetings.

• Promptly brings concerns and intricate issues to the attention of the leadership team.

• Sustain consistent performance levels in adherence to established KPIs concerning phone and system usage, while also upholding the quality of work to acceptable standards.

• Make required updates in SAP or the CRM Portal as per the process and its guidelines.

Qualifications and Skills:

• A basic understanding of ERP (Preferably SAP transaction codes (Tcodes)) / CRM related to order management processes is an added advantage.

 Excellent communication skills, both written and verbal, with an ability to interact professionally with vendors and internal teams.

• Strong organizational skills and attention to detail, particularly in tracking and managing order- related data.

• Problem-solving mindset, capable of identifying issues and implementing effective solutions.

• Prior experience in order management, vendor communication, or a related field is preferred.

• Ability to work independently and collaborate within a team-oriented environment.

• High level of reliability and integrity in handling sensitive vendor information.

• Adaptability to evolving processes and a willingness to learn new systems and tools.

Education and Certification:

Basic Degree – Experience/degree related to Supply Chain Management is a plus.

Team and Reporting:

Night shift: 6:00 PM to 3:00 AM / 08:00 pm to 05:00 am (IST) (Day Light Saving)

Night Shift: 07:00 pm to 04:00 am / 09:00 pm to 06:00 am (IST) (After Day Light Saving)

(Shift timing & Week offs may vary based on project requirements)

Week offs: Saturday and Sunday

Location: Coimbatore, India

Work from the office.

Job Types: Full-time, Permanent

Pay: ₹16, ₹35,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Work Location: In person