Executive – Customer Order Service

Job Summary:

The Customer Order Service Associate role exists to provide exceptional support and assistance to customers, ensuring a positive experience with the Organization. This position is responsible for addressing inquiries, resolving concerns, and guiding customers through products or services with professionalism and efficiency. By maintaining strong communication and problem-solving skills, the Associate enhances customer satisfaction and fosters brand loyalty. Additionally, this role involves collaborating with internal stakeholders/ Teams to streamline processes and improve service delivery.

Roles & Responsibilities:

•Creation and managing all types of Orders received through Email, Shop Carestream and C4C. To ensure all Orders have accurate inputs.

•Create Financial documents in SAP as per business case. (Deferrals, Freight debit note, Rebate Agreement)

•Collaborating with internal Team to enhance customer experience.

•Removal of Order blocks of varied nature, needing close coordination with cross functional teams.

•Manage Customer claims on defective products in SAP. Understanding root cause and seeking effective resolutions. Request for appropriate approvals as per approval matrix before raising claims in SAP.

•Meticulously and consistently logging in complaints in designated databases to ensure visibility to stakeholders. Follow-up cases in these portals until closure.

•Maintenance of all relevant documentation for submission as per audit needs.

•Generating proforma Invoice, preparation of export documents for Direct and Drop shipments.

•Dispatching SAP Invoices to customers and Finance when requested.

•To maintain Perfect Order fulfillment in every order and follow process for accurate RDD in the Sales Orders.

•Participation in regional Morning Market calls, monthly cadence calls, Governance calls with internal and external stakeholders.

•Initiating Customer Master request form for making changes or creating new account in customer master.

•Assisting Customers to log into Shop carestream portal.

•Escalating Shop Carestream issues to next level for resolution.

Required Education, Experience & Skills:

•Education: Minimum bachelor's degree (any stream)

•Experience: 3 -4 Yrs in Order Management, Order Fulfillment or related/ similar functions

•Language: Good Communication skills (Both Verbal & Written)

•Strong Follow-up with Customers and Internal stakeholders

•Ability to work effectively with teams across different countries/ cultures

•Sense of urgency and ability to prioritize tasks effectively

•Work Schedule: Monday to Friday – Monday to Friday 8.5 hours with a shift window (Apac: 6.30 am- 3 pm/ India: 9.00 am – 5.30 pm/ Europe: 11.30 am – 8.00pm)

Desired Education, Skills & Experience:

•MS Office (Outlooks, Excel, PPT, Word), SAP Knowledge

•Functional awareness of Letters of Credit

•Reasonable knowledge of Import and export documentation