Analyst – Customer Support

JOb Responsibilities:

• Manage Customer Queries/Issues.
• Determine, collect, and document all information necessary to process customer requests for product shipment on a daily basis.
• Communicate with customers, warehouses, and freight carriers with regard to expediting sales orders, carrier transit times, warehouse cut off times and late fees.
• Act as a single point of contact for Account Managers and Sales Partners on behalf of the customer.
• Conduct root cause analysis to diagnose problem and suggest the best possible solution to the customer in lines with UPL’s policy and procedures.
• Liase with different teams to expedite the resolution to provide quick resolution/ feedback to customer.
• Prepare Sales order for all domestic plants and warehouses while ensuring 90 % dispatches within 3 days after schedule.
• Provide plant wise dispatch plan on daily basis and keep tracking for the same.
• Track plant wise sales on daily basis and communicate the same to relevant team members.
• Coordinate with Supply chain and production team through regular plant visit resulting in efficient business transactions.
• Keeps records of customer interactions, process customer accounts and file documents.
• Provide logistic support by coordinating with different local transporters for arranging required vehicle ensuring smooth dispatches.
• Follow up with sales team for purchase orders and provide information around material availability.
• Knowledgeable of all resources available within UPL to respond to customer’s requirements and/or concerns with timely decision making and problem solving
• Performs special assignments and related duties to improve customer service as business dictates.
• Must be able to interact with customers and project a positive and professional image of UPL during high stress situations.

REQUIRED EDUCATION AND EXPERIENCE:

• Graduation Required
• 3-5 years of professional experience
• Ability to assist customers in various situations
• Good Communication Skills

LOCATION:

KEY SKILLS REQUIRED:

• Must possess sales and customer relation skills.
• Good problem solving and analytical skills and detail oriented.
• Ability to maintain professional conduct that exemplifies the corporate policies at all times, particularly when interacting directly with internal and external customers.
• Ability to handle sensitive information with confidentiality and discretion.
• Proficient at multi-tasking.