Senior Customer Service Representative (JP - CP)

Position: Senior Customer Support Representative

Location: Ahmedabad

Work Model: Work from Office

About Us:

Hitech is an Integrated Engineering Consulting and Business Process Solutions organization specializing in BIM, Engineering and BPM services. We are a strong team of 1,200 members, with consistent growth above industry standards and expanding globally with offices in the USA, UK, and delivery centers in India.

Role Context:

The individuals joining our team will perform essential support tasks across Estimating, Project Management, Production Management, Shipping, Purchasing, and Installation, helping each team leverage our INNERGY ERP system effectively. Below is a detailed overview of the tasks these roles will cover:

Responsibilities:

Opportunity Data Management

• These team members will create opportunities within INNERGY, managing all aspects of data entry, including plan uploads, updates, and sheet comparisons.
• They will also support quick team analysis by generating specific reports, assist in location creation, and conduct preliminary takeoffs to streamline the opportunity setup process.

Work Order Management

• For each project, they will assist in creating and organizing work orders, ensuring proper work order breakout and assignments defined by the Project Manager.
• Theyll handle tasks like performing material swaps, maintaining drawing logs, capturing key project information from meeting recordings, and uploading documents such as change orders, updated plans, and room-specific drawings.

Production Drawing and Data Accuracy

• These resources will manage the accuracy of production drawing uploads, maintaining INNERGYs production file management without handling the drafting or engineering itself.
• Theyll ensure all relevant project data remains up to date across work orders, covering labor hours, materials, shipment items, Ship Tickets, BOM, project team data, RFIs, tasks, and finish details for comprehensive project tracking.

Shipment and Work Order Status Maintenance

• They will maintain shipment items, Ship Tickets, and update the status of work orders, ensuring real-time tracking and accurate status reporting.

MTB (Material to Buy) and PO Support

• They will oversee the MTB (Material to Buy) Grid, maintaining up-to-date information, and provide support through the Purchase Order portals to streamline purchasing and material management.

Installation Work Order Management

• They’ll create, maintain, and report on Installation Work Orders, supporting our installation team’s ability to track and follow up on installations.

Data Accuracy and Discrepancy Reporting

• One of their primary focuses will be ensuring data accuracy across all stages of project management, with regular reporting of discrepancies to promote data integrity within INNERGY.

Routine Reporting

• They will produce daily, weekly, monthly, quarterly, and annual reports to assist our teams in making data-driven decisions and tracking project progress.

Training and Knowledge Management Support

• They’ll help categorize and organize meeting and training recordings, assisting our education, and training teams in building a knowledge base that supports team growth and process consistency.

Metric Performance Analysis

• They’ll assist in creating performance metrics and support data analysis efforts, allowing our teams to leverage INNERGY insights for process improvements and increased efficiency.

Skills and competencies:

Technical Skills:

• Proficiency in MS Office Suite: Advanced skills in MS Word, Excel, and PowerPoint for creating reports, documentation, and managing data.
• MS Power BI: Experience in creating and maintaining dashboards for monitoring inspection statuses and providing insights to management.
• Project Management Software: Familiarity with other project management tools for coordinating tasks and improving workflow efficiency.
• Salesforce Integration: Basic knowledge of integrating systems with Salesforce to enhance the inspection management process.
• Office 365/SharePoint: Proficiency in using Office 365 and SharePoint for document management, collaboration, and automation of tasks.

Human Skills:

• Attention to Detail: Critical for managing inspection bookings, maintaining accurate schedules, and generating precise reports.
• Communication Skills: Proficiency in both written and verbal communication to effectively engage with tenants, inspectors, and clients.
• Interpersonal Skills: Ability to build and maintain professional relationships with various stakeholders, demonstrating patience and empathy.
• Organizational Skills: Essential for coordinating multiple tasks, managing diaries, and ensuring deadlines are met without errors.
• Problem-Solving and Analytical Skills: Capability to identify issues in the inspection management process and provide innovative solutions.

Experience & Qualification

• Bachelor's Degree in Business Administration, Management, or a related field – A degree that provides a foundation in organizational skills and project coordination.
• Certification in Project Management or related courses – Professional certification or courses that demonstrate project management skills and knowledge.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) – Demonstrated ability to effectively use MS Office applications for documentation and reporting.
• Experience with MS Power BI and Salesforce – Practical experience with MS Power BI for data visualization and Salesforce for CRM and inspection management integration.
• Basic knowledge of logistics or inspection management systems – Understanding of logistics operations or experience with similar management systems would be an added advantage.

What We Offer:

• Compensation commensurate with experience, competitive base salary plus bonus.
• A flexible comprehensive benefits package to suit your personal circumstances.
• A supportive work culture that gives you the freedom to experiment.
• A co-funded professional development program which aligns with your career growth.