- Ability to work from office 3 days a week
Key Responsibilities:
- Manage assigned customer accounts throughout the complete order life cycle, including new customer set-ups, order entry/modification, escalations, and logistics-related activities.
- Act as the single point of contact for customers, distribution centers, manufacturing plants, and cross-functional teams to process and fulfil orders.
- Ensure timely and accurate communication to customers at all stages of the order cycle.
- Provide responses in alignment with established Service Level Agreements.
- Escalate complex issues to the next level of support with proper documentation.
- Maintain accurate records of all interactions in the relevant systems.
- Ensure customer compliance with export policies and prepare required export/shipping documentation as per applicable regulations.
- Adhere to Customer Order Management policies, procedures, and performance metrics.
- Support departmental initiatives aimed at improving process efficiency and customer experience.
Competencies:
- Collaborates: Works effectively with cross-functional partners to achieve shared objectives.
- Communicates effectively: Tailors communication for different stakeholders with clarity and impact.
- Customer focus: Builds strong customer relationships and delivers customer-centric solutions.
- Drives results: Achieves outcomes consistently, even in challenging situations.
- Self-development: Actively seeks opportunities to learn and grow.
- Customer Support: Understands the importance of proactive customer interactions across the order life cycle.
- Order Life Cycle: Demonstrates end-to-end understanding of the OLC process and its impact on customer satisfaction.
- Order Life Cycle Systems Knowledge: Navigates system screens and processes customer orders, modifications, and queries accurately.
- Order Processing: Manages order processing from receipt to exception resolution.
- Values differences: Appreciates varying perspectives and utilizes diversity as a strength.
Experience & Skills:
- Minimum 2+ years of experience in Supply Chain or Order Management.
- Strong customer support mindset with team-oriented approach.
- Excellent time management skills.
- High accuracy with data entry; fast and precise typing skills.
- Proficiency in Microsoft Office applications, SQL & Power BI.
- Ability to work with data entry, order processing, and analytical systems.
Educational & Other Requirements:
- Bachelor's degree or equivalent.
- Willingness to work in the US shift (5 PM - 2 AM IST).
- Ability to work from office 3 days a week.
