Customer Support Specialist

Customer Support Specialist (US Operations)

Responsibilities:

Communicating Pricing Details:

Communicate pricing details to partners and distributors based on the agreed pricing matrix.

Providing Timely Updates:

Provide timely availability and Estimated Time of Arrival (ETA) updates to direct customers, partners, and distributors.

Order Management:

Manage the order loading process into the system to ensure accurate and timely processing.

Vendor Management:

Identify local vendors as per specific needs and assist in negotiating local supplies.

Inventory Coordination:

Collaborate with central warehouses to ensure timely availability and provide updates on stock movement to meet customer commitments.

Coordinating with Stakeholders:

Coordinate with vendors and customers for status and ETA updates, ensuring effective communication and alignment.

Customer Query Resolution:

Resolve customer queries promptly and professionally, ensuring customer satisfaction.

Logistics Management:

Manage logistics coordination with the logistics team to ensure efficient and timely delivery of products.

Invoicing and Finance Updates:

Share invoices with customers and provide updates to the finance department as required.

Troubleshooting Support:

Address troubleshooting related to Procure to Pay (P2P) and Order to Accounts Receivable (Order to AR) processes.

Reporting:

Generate and analyze reports related to customer support operations, providing insights and recommendations for improvement.

Qualifications:

Bachelors degree in Business Administration, Supply Chain Management, or related field preferred.

Proven experience in customer support, logistics coordination, or related roles, preferably in a global or multinational environment.

Strong communication skills, both verbal and written, with the ability to effectively communicate with internal and external stakeholders.

Excellent problem-solving abilities and attention to detail, with a focus on delivering high-quality service and resolving issues efficiently.

Proficiency in using SAP is must , MS Office applications and experience with any other ERP systems (Oracle) is a plus.

Ability to work independently and collaboratively in a fast-paced environment, demonstrating adaptability and resilience.

Familiarity with supply chain and logistics concepts is desirable.

Willingness to work flexible hours to accommodate US time zones and occasional weekend shifts as needed.