Department: Customer Service Operations (CSOD)
Location: Jaipur, Rajasthan (Work from Office)
Shift: 6 PM to 3:30 AM (Supporting U.S. Business Hours)
Reporting To: Director – Customer Service Operations
About The Role
We are looking for a highly organized and detail-oriented
Customer Service Operations Specialist (CSOS) to join our growing Customer Service Operations team. This is a
non-customer-facing operational role responsible for supporting the U.S. Customer Service team by handling order processing, administrative tasks, data management, reporting, and workflow execution.
The ideal candidate is process-driven, enjoys working with data, follows Standard Operating Procedures (SOPs), and has excellent attention to detail. This position plays a critical role in improving operational efficiency, reducing administrative workload, and ensuring work is prepared for the U.S. Customer Service team before the start of their business day.
Key Responsibilities
- Process customer purchase orders received via email and PDF documents.
- Perform accurate order entry and validation in the ERP system.
- Review orders for completeness, accuracy, and data integrity.
- Create and maintain customer master and ship-to information.
- Monitor order queues and identify aging or stalled orders.
- Research backorders and prepare daily status reports.
- Generate customer reports and operational dashboards.
- Execute daily operational activities by following documented SOPs.
- Perform data cleanup and maintain system accuracy.
- Document exceptions and escalate issues to the appropriate team.
- Maintain operational trackers and ensure timely task completion.
- Support continuous process improvement initiatives.
- Collaborate with internal U.S. Customer Service teams to ensure seamless operations.
Required Skills & Qualifications
- Bachelor's degree in Business, Commerce, Management, or a related field.
- 1–4 years of experience in Customer Service Operations, Order Processing, Back Office Operations, or Sales Support.
- Experience with ERP systems (XA ERP or similar ERP platforms preferred).
- Strong working knowledge of Microsoft Excel, Outlook, and MS Office.
- Experience working with shared mailboxes, ticketing systems, or workflow queues is preferred.
- Excellent written English communication skills.
- Strong analytical and problem-solving abilities.
- Exceptional attention to detail and accuracy.
- Ability to prioritize tasks and manage deadlines in a fast-paced environment.
- Comfortable performing repetitive operational tasks while maintaining high accuracy.
Preferred Experience
- Order Entry or Order Management
- Customer Data Management
- Backorder Management
- Reporting & Data Analysis
- Process Documentation (SOPs)
- Customer Service Operations
- Shared Mailbox Management
- ERP Data Entry
- Operational Support
- Workflow Management
Technical Skills
- Microsoft Excel (Advanced functions, VLOOKUP/XLOOKUP, Pivot Tables preferred)
- Microsoft Outlook
- ERP Systems (XA ERP preferred)
- Power BI (Basic understanding preferred)
- CRM or Ticketing Systems
- Microsoft Office Suite
Key Competencies
- Strong Attention to Detail
- Process-Oriented Mindset
- Time Management
- Analytical Thinking
- Accountability & Ownership
- Team Collaboration
- Adaptability
- Reliability
- Organizational Skills
- Continuous Learning
What Success Looks Like
- High accuracy in order processing with minimal errors.
- Daily operational queues completed within SLA.
- Timely preparation of reports and backorder analysis.
- Consistent adherence to SOPs and quality standards.
- Effective identification and escalation of exceptions.
- Reliable operational support to the U.S. Customer Service team.
This Role Does NOT Include
- Customer phone support
- Direct customer email communication
- Sales activities or negotiations
- Pricing or credit approvals
- Customer relationship management
- Order release authorization
- Independent commercial decision-making
Why Join Us
- Work with a rapidly growing U.S.-based organization.
- Gain exposure to international customer service operations.
- Structured processes with defined career growth opportunities.
- Collaborative and learning-focused work environment.
- Opportunity to work with ERP systems, reporting tools, and global business processes.
