Job Description

Customer Service Representative based in India, being a part of the Customer Service Organization for India. The position will support the team in India and report to the CS Manager India. This will be a key member of the team and important for us to reach our Customer Service Strategy.
MAIN RESPONSIBILITIES

• **Customer Creation: Verify credit worthiness and export on demand. Create a customer database with relevant information received from customers, sales engineers, or application engineers.
• Database Management: Updating the Customer database with information like delivery address, salesman code, and email IDs.
• Customer Onboarding: Proactively connect with customers to orient them and promote usage of our digital tools.
• Enquiry Handling: Handling customer queries, aiming to clarify, orient, and direct detected problems toward a solution.
• Quotations: Together with field sales, decide on the most appropriate solution for a customer. This can include contacting several suppliers, calculating prices, creating new products together with correct data, and comparing delivery times.
• Order Processing, Management, and Monitoring: Manage orders from the initial creation to invoicing. Including external and internal orders, credits and invoices, cancellations, and other various tasks. Searching for order information, escalation of issues, and planning for future orders. Proactively reduce and prevent customer order delays with help from supporting systems like Power BI and similar solutions.
• Escalation Handling: Handle escalation of unresolved customer enquiries about order/cash collection.
• Claim handling: Register the claim in the Seco Application (Comflow) as per information received from the customer or sales engineer, or application engineers.
• Returns: Prepare relevant documents and process them in the ERP system in line with the global Return Policy. o **Local Warehousing: Stock the product in the ERP system, Pick and Pack orders, and arrange to dispatch to respective customers.
• **Procurement: Register the product in the ERP system as per Seco guidelines. Send an Enquiry, receive a quotation, and negotiate it with the supplier. Release the Purchase order, follow up, and ensure timely delivery.
• Actively work to increase e-commerce business.
• Manage and develop existing business in line with customer segmentation, rules, and procedures.

• ** Customer Engagement: Liaison with Sales engineers/Application engineers/Account Managers for any customer event/visit to strengthen the engagement.

• ** Account Receivables: Follow up on receivables from the customers, in line with locally agreed commercial terms.
• Lead Management: Assign unassigned leads to sales engineers to generate new opportunities.
• Recycling - Sustainability: Promoting the recycling process to customers and handling any purchase orders when required.
• CRM: Manage the CRM tasks and cases with accuracy and within the SLA.
• Internal Control: Ensure accurate and timely documentation in line with internal control guidelines, participate in internal audits, follow up on closure of any non-conformances, and identify opportunities for improvement.
• Provides timely responses to bring about a great customer experience.

** Applicable in specific markets only
Education Qualifications: Diploma or university degree, or relevant experience in customer service.
Your profile
You have strong social skills and serve as a motivational source for your colleagues. You have a natural way of thinking proactively to be one step ahead and drive improvements efficiently within your area. Since you're in daily contact with internal stakeholders like sales and occasionally customers, it's important that you are a "voice to listen to" and bring trust and reason. You are the help our customers need to choose. With your social skills and an exceptional service mentality, you create a world-class customer experience.
We see that you have skills and behaviors around:
Customer Centricity and Team Player
Innovative out-of-the-box thinker, able to create insights for continuous improvement
Embrace cultural differences, diversity, and the utilization of expertise
Application
Interested? Send your application no later than "10th December 2025". Apply in Workday or through the job ad link, with a resume and a cover letter in English.

Skills Required