Customer Support Executive

Primary Responsibilities:

• Preparation of Sales order (In SAP ERP) & updating it in salesforce (CRM portal).

• Create master data related to shipment/customer requirements in SAP

• Sharing order Acknowledgement/ Order confirmation to customer through Salesforce/ SAP.

• Hygiene related to sales orders in SAP.

• Case hygiene in Salesforce to track orders & communication.

• Sharing shipment documents & tracking of sailed shipment information with customers as

per the stipulated timelines.

• Sharing Order Status Report with customers on periodic basis and seeking forecast.

• Monitoring actual order position vis-à-vis S&OP.

• Coordinating with Business Creation, Business Operation, RMU & Commercial for queries

related to customer order processing.

• Coordinating with Demand planning, supply planning, logistic teams for queries related

customer order execution.

• Having periodic calls with customers regarding the service levels, order position & further

requirement.

• Basic understanding on the domestic/ export documentation (Road, Air & Sea) &

understanding of country specific requirements.

• Understanding different certification, FTA, forms required by customer/ business.

• Basic of OTIF & sharing monthly MIS.

• Escalation handling & RCA with CAPA.

Reporting To:

• Designation: Team Leader- Assistant Manager/Deputy Manager

: Customer Support Manager

• Department: Global Customer Delight – Customer Support

Educational qualifications & Experience preferred

• Degree: Graduation /Post graduation (MBA/PGDM) in international trade/operation/mass

media/Logistics/Marketing.

• Experience:

0-3 years of experience in Customer service & order management is must.

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