Job Description

Responsibilities
Handling customer/sales requests and providing information to customers via e-mails/phone
Provide prompt, efficient, and satisfactory responses to customer inquiries on Contracts/order status and billing/invoicing corrections.
Handling customer inquiries related to returns, processing return requests, ensuring adherence to return policies, resolving customer issues, and working towards customer satisfaction.
Coordinating the processing of credits and product replacement with the Internal team and Vendors.
Liaising and pursuing with End Clients, Internal team, Carriers, and Vendors to address concerns and questions about Order fulfilment, Shipment tracking and Refunds.
Coordinating with carrier team to obtain periodic status of the load (pickup / in transit / delivery)
Updating ERP regarding customer details, order details, supplies, pricing etc.
Follow-up on pending items with Logistics / Supply chain team for order delivery status
Track end to end status of order and share real time updates with the customer
Own SLA/KPI and ensure daily TAT and Accuracy targets are met
Coordinating with shipping facilities to get the product shipped to the customer.
Coordinating with carrier team to obtain periodic status of the load (pickup / in transit / delivery)
Order track and trace when shipped out of the shipping facility, and share real time updates with the customer
Communicating with the warehouse and forwarders and efficiently managing the delivery process to ensure return of goods to the final recipient.
Assist to hire, groom and help new members to onboard
Provide input for promotions and staff reviews
Facilitate regular 1 on 1 meetings and direct goal development and progress
Perform weekly trending-based coaching to manage team members performance
Handle a Team of FTEs that are responsible for day-to-day quality assurance, monitoring and coaching of the team
Contact person for client and internal stakeholders for any customer relations related issues.
Provide technical guidance and share knowledge on processes and systems within the team in daily operations, train new joiners
Support and coordinate the team on daily processing/operations, workload allocation
Manage the flow of day-to-day operation, Respond to customer queries and concerns
Qualifications we seek in you!
Minimum Qualifications / Skills
Bachelor's degree
Excellent professional experience in Order Management/Quoting and Contracting Or Customer Relations.
Industry Experience - Services or hi-tech industry
Process/Domain Experience:
o Order Management (Entry/Amendment)
o Quote to cash process and sales administration
o Coordination with Logistics / Supply chain teams
o Pre-Sales & Post-Sales Support
Knowledge on Logistics & Returns, Allocations, Material management, Vendor and Carrier relationship management, Contract Management, Credit & Debit, Warehouse follow up, Inbound & Outbound Accrual Freight Report, Consolidated reports for logistics.
Preferred Qualifications/ Skills
Ability to learn quickly
Diploma / Post Graduation in International supply chain management / Sourcing Management

• Excellent Communication skill and the ability to engage customers in significant discussions

Oracle, ServiceNow, SAP, knowledge and experience would be an added advantage
Possess the following key behaviors: Accountability, Planning and Organization, Teamwork, Flexibility and Problem Solving
Proficiency in coaching skills and with high level of confidentiality and professionalism

Skills Required