Customer Support Representative

Skills:
Problem-solving, Time management, Active listening, Customer Support, Chat, Outbound Communication, Semi-voice,

Job Role: Process Associate Customer Service Representative (CSR)

Company Overview
Vserve Ebusiness Solution is a leading ISO 27001:2013 certified provider of e-commerce solutions and product catalog management services. We offer comprehensive industry-specific solutions and strive to help enterprises transform and grow in the ever-changing world of technology. Our customer-centric approach ensures that we deliver sustainable solutions and strategies tailored to meet our clients' needs.

Job Overview

• We are seeking a detail-oriented and motivated individual to join our team.
• The ideal candidate should possess a basic understanding of SAP transaction codes (T-Codes), proficiency in order management processes, and effective communication skills for vendor correspondence.
• This role will play a crucial part in ensuring seamless order processing, resolving past-due issues, and maintaining positive relationships with customers.

Responsibilities

• Utilize SAP transaction codes to process orders accurately and efficiently.
• Enter and update customer orders in the SAP system via phone and email requests, ensuring timely and accurate data entry through necessary communication.
• Monitor order shipments using ADSI software and carrier websites.
• Manage document requests including invoices, credits, debits, packing slips, order confirmations, and proof of delivery.
• Provide customers and sales representatives with an update on orders, quotes, returns, product audits, credit, and invoice rebill statuses.
• Inform customers and sales representatives about the progress of open items such as quote and order processing, product audits, and line routes.
• Supply customers and sales representatives with essential account balance details regarding invoices awaiting payment.
• Handle credit and debit memo requests per departmental policies.
• Assist in resolving transactional discrepancies and addressing customer complaints to achieve resolution.
• Recognize minor discrepancies in shipment delivery dates, product pricing, and quantities, and research to furnish proof of delivery upon request.
• Respond to typical product inquiries as the initial point of contact. May be tasked with handling customer credit card payments.
• Manage and resolve at least 40 calls daily within an inbound call center setting, engaging with sales representatives, customers, and various internal departments.
• Attend and actively participate in departmental training sessions and communication meetings.
• Promptly brings concerns and intricate issues to the attention of the leadership team. Sustain consistent performance levels in adherence to established KPIs concerning phone and system usage, while also upholding the quality of work to acceptable standards.

Qualifications And Skills

• A basic understanding of SAP transaction codes (Tcodes) related to order management processes is an added advantage.
• Excellent communication skills, both written and verbal, with an ability to interact professionally with vendors and internal teams.
• Strong organizational skills and attention to detail, particularly in tracking and managing order-related data.
• Problem-solving mindset, capable of identifying issues and implementing effective solutions.
• Prior experience in order management, vendor communication, or a related field is preferred.
• Ability to work independently and collaborate within a team-oriented environment.
• High level of reliability and integrity in handling sensitive vendor information.
• Adaptability to evolving processes and a willingness to learn new systems and tools.

Education and Certification

• Basic Degree Experience/degree related to Supply Chain Management is a plus.

Reporting

• Night shift from 6:00 PM to 3:00 AM / 06:30 PM to 03:30 AM. During daylight saving: 07:00 PM to 04:00 AM / 07:30 PM to 04:30 AM.
• (Shift timing may vary based on project requirements) Week offs: Saturday and Sunday.

Location:

Coimbatore, India Work from the office.