Manager of Customer Service and SAP Lead Trainer

5 days ago

Bengaluru, Karnataka, India Edmund Optics Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Position: Manager of Customer Service and SAP Lead Trainer

Department: Marketplace Sales

Reports To: Marketplace Snr Sales Manager, Asia

Brief Summary:

Effective leadership, ensuring response accuracy, adequate phone coverage, appropriateness, quality and timeliness of response. Manage day-to-day functions of staff including: scheduling, workload and special projects. Coach, counsel and challenges Call Center Staff, Team Leader as well as International Catalog Sales Team Leader. Develop training programs.

Essential Functions:

  • Responsible for Department's overall daily marketplace sales operational activities
  • Hire and train staff in email, phone and chat techniques and customer service policy
  • SAP Lead Trainer ensure the EO team is trained on navigational & function process
  • Set goals and objectives for the department
  • Report to senior management on customer satisfaction
  • Monitor and analyze inquiry and complaint trends
  • Monitor on-the-job performance
  • Responsible for weekly monitoring/evaluation/feedback
  • Coordinate the customer service effort with the purchasing and shipping/fulfillment areas
  • Coach/Counsel sales reps
  • Evaluate department performance and goals
  • Direct and coordinate overall department operations and administration
  • Responsible for meeting or exceeding company goals
  • Responsible for Asia Marketplace Sales Activity
  • Process Letters of Credit
  • Process Cash Against Document Orders
  • Quotes/Proformas
  • Comply with federal, state, and company policies, procedures, and regulations

Qualifications:

To perform this position successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable Accommodations may be made to enable individuals with disabilities to perform the essential functions.

Required Skills & Abilities:

  • Ability to motivate and lead other employees
  • SAP/MS Word/Excel Skills
  • Excellent written and verbal communication skills
  • Highly organized
  • Attention to detail
  • Working knowledge of current policies and procedures for data entry
  • Knowledge of PowerBI and other data analysis tools
  • Knowledge of SAP HANA is a plus
  • Experience working with SEA customers/Clients
  • Experience working on various e-procurement platforms
  • Knowledge of Eskar or similar CRM/CIM is a plus

Education/Experience:

Must have a Bachelor's degree or equivalent; at least 8 years of Customer Service experience with minimum 3 years of supervisory experience.

Physical Requirements:

Ability to operate office equipment such as a copier; ability to see details at a close range; ability to sit at desk or PC for long periods of time; work in office setting.

Edmund Optics shall, in its discretion, modify or adjust the position to meet the company's changing needs.

This job description is not a contract and may be adjusted as deemed appropriate in the employer's sole discretion.

  • Customer Engagement Manager

    5 days ago

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

    RoleWhat you'll doSupports sales to delivery handover and customer onboarding to SAP Enterprise Cloud Services Initiates digital service kick-off for customers Ensures periodic service reviews to track the service quality across a range of customers Contributes to onboarding/transitioning customers to ECS Orchestrates the overall service/project delivery...

  • Customer Engagement Manager

    5 days ago

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

    RoleWhat you'll doSupports sales to delivery handover and customer onboarding to SAP Enterprise Cloud Services Initiates digital service kick-off for customers Ensures periodic service reviews to track the service quality across a range of customers Contributes to onboarding/transitioning customers to ECS Orchestrates the overall service/project delivery...

  • Customer Delivery Manager

    2 days ago

    Bengaluru, Karnataka, India SAP Full time ₹ 5,00,000 - ₹ 8,00,000 per year

    We help the world run betterAt SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and...

  • Senior Technical Service Manager

    5 days ago

    Bengaluru, Karnataka, India SAP Full time ₹ 15,00,000 - ₹ 20,00,000 per year

    We help the world run better At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and...

  • Senior Technical Service Manager

    5 days ago

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

    ABOUT THE TEAMTHE ROLEPrimary contact for the customer regarding technology discussions Own the technical discussions with the customer and act as the orchestrator of experts to obtain expertise from the SAP delivery organization as required. Ownership & detailed understanding of the customer landscape managed within ECS & understand interdependencies...

  • Senior Technical Service Manager

    5 days ago

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

    ABOUT THE TEAMTHE ROLEPrimary contact for the customer regarding technology discussions Own the technical discussions with the customer and act as the orchestrator of experts to obtain expertise from the SAP delivery organization as required. Ownership & detailed understanding of the customer landscape managed within ECS & understand interdependencies...

  • Senior Project Manager For Sap Enterprise Cloud Services Delivery

    4 weeks ago

    Bengaluru, Karnataka, India SAP Full time

    We help the world run betterAt SAP we enable you to bring out your best Our company culture is focused on collaboration and a shared passion to help the world run better How We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences values flexibility and is aligned to our purpose-driven and...

  • IT Technology Services Specialist

    1 day ago

    Bengaluru, Karnataka, India SAP Full time ₹ 5,00,000 - ₹ 8,00,000 per year

    We help the world run betterAt SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your...

  • IT Technology Services Specialist

    13 hours ago

    Bengaluru, Karnataka, India SAP Full time ₹ 15,00,000 - ₹ 20,00,000 per year

    We help the world run betterAt SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and...

  • Sr. Sap Basis Consultant With Hyperscalers Client Delivery Manager

    6 days ago

    Bengaluru, Karnataka, India SAP Full time

    We help the world run better At SAP we keep it simple you bring your best to us and we ll bring out the best in you We re builders touching over 20 industries and 80 of global commerce and we need your unique talents to help shape what s next The work is challenging - but it matters You ll find a place where you can be yourself prioritize your...