Job Description

Location: Ahmedabad Job Title: Customer Support & Sales Admin Manager Job Overview: The Customer & Sales Admin manager will be a key person and critical in ensuring the customer satisfaction performance for the company. The person will have to support the administrative actions for all pre-sales, post sales, order shipments, customer issues & enquiries. The individual will be doing online meeting/phone/email support for the customer quires, generate the ticket and channel the action to the right person inside the company from sales/BU or deployment or operations or engineering based on the query. The person will be responsible for managing a team of 3-6 people. He/She will be also responsible to ensure the orders are being processed by the fulfillment/operations team across the globe and update is processed by sales admin to the customer on timely manner till the parts are delivered. Ability to do documentation and communication clarity and crisp information sharing is key for this position. So extremely strong communication skills and an organized workflow will be integral to success in this position. Responsibilities and Duties: Responsible for Pre-sales activities such as Enquiry Handling. Handle all inquiries related to quality of orders (i.e. missing components, defective components, shipping damages, etc) Interface with Quality Manager on RMA\'s & quality issues and pass these to the responsible party in Operations, Engineering, Supply Chain etc., Interface with fulfillment team on ensuring customer inquiries are fully closed (i.e. make sure replacement cable gets sent out) Attend the customer queries for pre-sales, quotations, technical and failures/issues. Also generate the ticket if needed and channel the queries to the corresponding owners within the organization and ensure the customer is take care of their needs. Support the data entry of the customer purchase orders to sales orders in SAP Coordinate with operations team to ensure the orders are fulfilled and update the customer on the same. Including the projected delivery schedule, shipments updates and final delivery of the parts. Be the first person to receive the customer field failures and issues, generate the RMA numbers, make sure the customer issue is addressed and the RMA process is followed as per the company procedure. Generate, organize, maintain the customer queries or tickets to ensure no balls are dropped and customer is always satisfied with the Merlin Solar support. Qualifications: Bachelor\'s degree with strong communication skills in English (Verbal &; Written) and strong organizational and time management skills. 5 -10 years of customer support and/or sales admin experience, preferability in electrical / electronic HW products which are engineering in nature. As US customer base support experience is perfect. Proficiency with Microsoft Excel, Word, Power-point, is expected. Experience with SAP-ERP or SAP B1 is a plus.

foundit