Sr Customer Service Analyst

Job Description

*Designation: Customer Service RepresentativeFunction: Customer ServiceLocation: HyderabadReporting: Customer Service LeaderRole & Responsibilities:Responsible for handling E2E order to cash (OTC) process for respective line of business and ensuring high level of customer satisfaction. The CS Representative interfaces with customers and multiple business and functional partners to deliver exceptional service to customers.

• Acts as primary customer interface for external customers & Channel Partners to ensure customer queries are responded on time & orders are executed without any issue.

• Manage different type of customer orders through Customer Service work processes and systems. The CSR must analyze the Business Service Standards to meet customer needs while supporting Business functional performance. This requires the ability to multi-task with critical thinking skills.

• Liaising with internal stakeholders within business, cross functional team & 3PL s etc.

• Responsible for E2E order execution in SAP which includes all the order processing steps from order entry to invoice creation.

• Actively monitors open orders and pro-active communication with supply chain to ensure that deliveries arrive at the customer on time, as committed.

• Processes customer complaints and returns according to Complaint Management process and return policies. Able to identify need for extra information to enable a thorough complaint analysis.

• To ensure effective implementation & monitoring of rebate management program, project discount or any other discount management program & prudent issuance of credit note.

• Responsible for new customer on-boarding process & customer master update as and when there is change request.

• Performs active follow-up on sales versus forecast/allocation. Interact with the sales/customer to get better understanding of variations.

• Responsible for filing all the documents pertaining to order to cash process as per internal control guidelines (SOX/CRIM)

• To ensure all commercial activities are complying with SOX Requirements and Basic Accounting & Taxation Guidelines.

Experience

• Having good commercial knowledge.
• 2-3 years relevant working experience in commercial domain
• Experience using an ERP System (SAP is preferred)
• Proficient knowledge in MS office
• Strong interpersonal and communication skills to work with different parties and deliver the result.
• Good analysis and problem-solving & Complaint handling skills
• Presentable to meet the customer / clients & handling

Education

• MBA from good university. (commerce graduate)
• Post Graduate Degree of Supply Chain management.

, *Designation: Customer Service RepresentativeFunction: Customer ServiceLocation: HyderabadReporting: Customer Service LeaderRole & Responsibilities:Responsible for handling E2E order to cash (OTC) process for respective line of business and ensuring high level of customer satisfaction. The CS Representative interfaces with customers and multiple business and functional partners to deliver exceptional service to customers.

• Acts as primary customer interface for external customers & Channel Partners to ensure customer queries are responded on time & orders are executed without any issue.

• Manage different type of customer orders through Customer Service work processes and systems. The CSR must analyze the Business Service Standards to meet customer needs while supporting Business functional performance. This requires the ability to multi-task with critical thinking skills.

• Liaising with internal stakeholders within business, cross functional team & 3PL s etc.

• Responsible for E2E order execution in SAP which includes all the order processing steps from order entry to invoice creation.

• Actively monitors open orders and pro-active communication with supply chain to ensure that deliveries arrive at the customer on time, as committed.

• Processes customer complaints and returns according to Complaint Management process and return policies. Able to identify need for extra information to enable a thorough complaint analysis.

• To ensure effective implementation & monitoring of rebate management program, project discount or any other discount management program & prudent issuance of credit note.

• Responsible for new customer on-boarding process & customer master update as and when there is change request.

• Performs active follow-up on sales versus forecast/allocation. Interact with the sales/customer to get better understanding of variations.

• Responsible for filing all the documents pertaining to order to cash process as per internal control guidelines (SOX/CRIM)

• To ensure all commercial activities are complying with SOX Requirements and Basic Accounting & Taxation Guidelines.

Experience

• Having good commercial knowledge.
• 2-3 years relevant working experience in commercial domain
• Experience using an ERP System (SAP is preferred)
• Proficient knowledge in MS office
• Strong interpersonal and communication skills to work with different parties and deliver the result.
• Good analysis and problem-solving & Complaint handling skills
• Presentable to meet the customer / clients & handling

Education

• MBA from good university. (commerce graduate)
• Post Graduate Degree of Supply Chain management.

Keyskills :
customer serviceemailmentoringpayroll processingprocess trainingorder to cashms officeerp systemsupply chainservice workwork processesproblem solvingcustomer masterorder processing