Specialist, Customer Service

Job Overview

Specialist Customer Service is a subject matter expert.

Responsibilities

Responsible for handling end-to-end order to cash (OTC) process for respective line of business and ensuring a high level of customer satisfaction. The CS Representative interfaces with customers and multiple business and functional partners to deliver exceptional service to customers.

• Acts as primary customer interface for external customers & Channel Partners to ensure customer queries are responded to on time & orders are executed without any issue.
• Experience in handling imports and exports shipments in air & sea mode, good understanding of commercial terms (ex: incoterms etc)
• Experience in GRN transaction, handling clearance process and coordination with freight forwarders in different regions to ensure the shipments are cleared.
• Manage different types of customer orders through Customer Service work processes and systems. The CSR must analyze the Business Service Standards to meet customer needs while supporting Business functional performance. This requires the ability to multi-task with critical thinking skills.
• Responsible for end-to-end order execution in SAP which includes all the order processing steps from order entry to invoice creation.
• Actively monitors open orders and pro-active communication with supply chain to ensure that deliveries arrive at the customer on time, as committed.
• Processes customer complaints and returns according to Complaint Management process and return policies. Able to identify the need for extra information to enable a thorough complaint analysis.
• Responsible for filing all the documents pertaining to order to cash process as per internal control guidelines (SOX/CRIM)
• To ensure all commercial activities are complying with SOX Requirements and Basic Accounting & Taxation Guidelines.

Qualifications

• Experience using an ERP System (SAP is preferred)
• Proficient knowledge in MS office & Good communication skills.
• Good analysis and problem-solving & Complaint handling skills