Delivering extraordinary customer experience across every interaction by responding to questions concerning customer orders and requests in a fast paced, structured customer care environment
Processing of purchase orders and sending order acknowledgements.
Be the primary interface on a day to day basis with inbound customer requests, redirecting as required
Process request for quotations and proactively perform quote follow up
Support daily quote and order processing within the company CRM & MRP systems
Interact with factory and follow up for dispatch and provide dispatch details to customer
Carry out contract reviews on quotes & orders
Progress / expedite orders (Pull in activity) as requested by customer
To be familiar with Government tendering activities such as HAL, BEL , DRDO E-portals & GEM Portal processes and procedures.
Good Verbal and Written communication skills
Follow up all payments
Process customer returns and cancelations
Investigate credit and debit requests and queries to issue credit/debit as necessary
In the case of quality complaints, preparation of RMA/ replacement orders and interact with quality department at factory for repair/replacements
To be aware of entire sales cycle (RFQ Stage to Payment collection activities) for both private and government customer entities.
Participate in daily / scheduled team meetings to discuss OTD, backlog and other general support issues
Responsible for Customer Service metrics reporting (weekly bookings and billings report, quote, Purchase order log etc.)
Assist with data collection and entry for reporting purposes
Ensure that all team members are adequately trained on the related process.
Build a highly motivated and efficient India customer service team and have the best in class customer service operation.
Ensure customer sevice activities are fully compliance in ISO, SOX, legal, etc.
Proactively co-ordinate with global Eaton ITD entities (prices, deliveries, payment information , RMA registrations etc.)
To be aware of AS9100D & ISO 9001-2015 Audit requirements with respect to customer support activities.
Qualifications
Bachelor's Degree
3-5 years experience preferrable. Freshers may also be considered
