Description
Customer Support Representative
Position overview:
We are looking for a self-starter, highly-driven Customer Support Representative who will be handling day to day sales administrative topics, Sales forecast and demand analysis, ensuring deliveries are timely addressed including coordination with internal team .
Main responsibilities:
CSR will be performing the following responsibilities and duties
- Prepare customer wise dispatch plan As per schedule require, Punch Sales order in system inline with planned dispatch.
- Monitoring Plan vs Actual Dispatch, Maintain Dispatch Plan on Daily Basis.
- Compiling customer forecast and sending it to the internal team
- Coordinating and scheduling trucks for pickup and delivery of material (for customer pickup)
- Interaction with customer for dispatch related concerns
- ASN update at customer portal, Get the ASN updated from customer on portal
- Respond to customer enquiries via phone, email, chat, or social media in a timely and professional manner
- Resolve customer complaints effectively, ensuring customer satisfaction and retention
- Provide accurate information about products, services, and company policies
- Document customer interactions and maintain records for future records.
- Escalate complex issues to relevant teams when required
- Follow up with customers to ensure issues are fully resolved
- Meet individual and team performance targets (e.g. response time, resolution rate)
- Collaborate with internal teams to improve customer experience
- Identify recurring issues and suggest process improvements
Key Competencies:
The ideal candidate should have the following competencies:
- Teamwork
- Responsibility
- Commitment to career
- Commercial awareness
- Decision making
- Communication
- Leadership
- Trustworthiness & Ethics
- Results orientation
Skills and Qualifications:
You will thrive working with us if you have the following:
- Diploma or Bachelor degree , If Mechanical background with sales can be an added advantage.
- Clear communication practice & knowledge of hierarchical sales topics.
- Documentation and Data Entry Skills
- Must be proficient in MS Office
- Respect to internal personnel and external customer
- Ensure timely material delivery.
- Be accountable for the area of business assigned.
- Maintain records as required.
- Ensure any special instructions are noted and carried out.
- Ensure HR policies are followed with full compliance
- Always act in a professional manner with respect that in line with Optimas's guidelines and be an example to others.
- Flexible to work in after hours in-case of urgency
