The Dupont invited applications for the post Customer Service Representative
Qualification
Experience
- Having good commercial knowledge & GST understanding
- 5+ years relevant working experience – Order fulfillment / Supply Chain
- Experience using SAP system for order processing
- Service Cloud & Sales Force experience (preferred)
- Proficient knowledge in MS office
- Strong interpersonal and communication skills to work with different stakeholders and deliver the result.
- Good analysis, problem-solving & Complaint handling skills
- Presentable to meet the customer / clients
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Education
- Graduate
- Post Graduate Diploma / MBA in Operations / Supply Chain Management would be added advantage
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Role & Responsibilities:
- Responsible for handling E2E order to cash (OTC) process for respective line of business and ensuring high level of customer satisfaction. The Customer Service Representative act as a focal point for all customer connect and order processing activities in co-ordination with sales representative/key account manager and other functional stakeholders.
- Acts as primary customer interface for all external customers & Channel Partners to ensure customer queries are responded on time & orders are executed without any issue.
- Manage different type of customer orders like stock & resale, BOND sales, High Sea Sales etc. through Customer Service work processes and systems. The CSR must analyze the Business Service Standards to meet customer needs while supporting Business functional performance.
- Liaising with internal stakeholders within business, cross functional team like Supply Chain, Credit, Finance, Logistics, Tax & 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.
- Review actual sales versus forecast/allocation and Interact with the sales/customer to get better understanding of variations to ensure order fulfillment in accordance with sales plan.
- Responsible for driving the E-commerce journey & ensuring functional KPIs are met.
- 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.
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JOB LOCATION: Hyderabad, Telangana, India
For more details and to apply, click here
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