Customer Support Representative - IC

Support accounts manager and attends customer calls and follows up on delivery schedules, production issues, and quality concerns and resolve promptly

Responds to customer inquiries and complaints and provides after-sales support within defined SLAs.

Maintain detailed records of customer interactions, MOM and monitor the progress of the action points.

Monitors customer portals for tasks, chargebacks, quality complaints, and new RFQ requests.

Work and ensure all the required documents are in place including NDA, master service agreement, Statement of Working, customer onboarding in our portal and TSAT onboarded as supplier in customer’s portal

Coordinate with the customer/customer portal/EDI and communicate the demand plan changes. Manage the customer orders with the factory.

Manages the entire order-to-cash process, Processes and manage customer orders from receipt to fulfillment.

Ensure invoicing, and payment collection, while also handling customer inquiries and resolving billing issues.

Responsible for sales order creation and coordinate with production planner, warehouse and logistics departments to ensure timely deliveries.

Communicate order status and updates to customers, Accounts Managers and internal stakeholders.

Should have good presentation skills, communication, should be good in using Microsoft Excel, Power Point.

Should have hands on experience on ERP tools like SAP and or CRM Tools like Sales Force.

Essential: Under-graduation, including B.E./B.Tech

Preferred: Post-graduation MBA with Relevant work experience in Customer Support & Order Management

Minimum 4 -10 years of relevant work experience in Customer Support & Order Management.