Customer Service Executive

Location: Andheri (Mumbai)

Position: Third Party (Off Roll)

Role & responsibilities

• Order Management:

  Process customer orders in SAP, ensuring all details are accurate and comply with company policies.

• Customer Communication:

  Serve as the main contact for customer inquiries on orders, deliveries, and pricing. Manage customer interactions in SAP and CRM to resolve issues promptly via phone, email, and chat.

• Invoice & Payment Processing:

  Accurately invoice customer orders in SAP and monitor payments to ensure compliance with SLAs.

• OTC Process Support:

  Oversee the entire OTC cycleorder processing, delivery scheduling, invoicing, and payment collectionwhile aiming to reduce errors and improve service quality.

• Dispute Resolution:

  Resolve discrepancies related to orders, shipments, or invoices by working with internal teams, focusing on reducing complaint resolution time.

• Delivery Coordination:

  Collaborate with logistics and warehouse teams to ensure timely deliveries, tracking updates through SAP and CRM.

• Customer Account Management:

  Keep accurate records in SAP and CRM, including account information and payment status, to support seamless order processing.

• Credit Control:

  Work with finance to manage credit limits and follow up on overdue payments, ensuring efficient cash collection.

• Cross-functional Collaboration:

  Partner with Sales, Finance, and Logistics teams to enhance the OTC process, aiming to meet SLAs and improve NPS.

• Reporting & Analysis:

  Generate reports on key metrics like SLA Compliance and Complaint Resolution Time to drive improvements in customer service and operations.

• Continuous Improvement:

  Identify areas within the OTC process to enhance first contact resolution, reduce order and invoice errors, and boost customer satisfaction.

Preferred candidate profile

• SAP experience.

• Good Communication Skills