Customer Service Representative - Customer Operations - (30011748)
Description
GENERAL SUMMARY OF POSITION
Customer Service Representative provides maximum customer satisfaction by efficiently managing:
- the customer portfolio of his/her business or region
- all internal customer service-related processes in close cooperation with his/her internal customers like Sales, Logistics, Marketing, Credit & Control and Master Data
RESPONSIBILITIES & SPECIFIC ACCOUNTABILITIE
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Act as prime contact person for the customers of his/her portfolio
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Ensure timely delivery of correct product to his/her customers, manage back-order situations and propose alternative solutions where possible
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Manage (receive, register, follow-up and report) all service complaints received from his/her customer and ensure a professional and pro-active feedback to the customer
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Monitor the price and contract management process by keeping the overview of the prices active for his/her customers and ensure that they are correctly registered into the system
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Manage all issues related to pricing errors in liaison with the Credit & Control department and the sales team
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Follow up outstanding customer orders and proactively provide customers with an updated open order status
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Provide reports on the customer order status, shipments and backorders as required
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Keep track of sample deliveries to his/her customers and follow-up on customer
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Provide commercial support to the Sales team
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Co-ordinate all activities related to ISC tasks.
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Timely and accurately ensure all operational activities in ERP
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Ensure back-up activities for his/her colleagues within language skill
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Manage the correct reception of the customer orders in her/his area of expertise (GBU/market) by ensuring that the incoming orders are timely and correctly registered into ERP system
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Create order acknowledgment and send to the customer
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Create delivery order confirmation and send to the customer, TSM and CSR
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Identify problems and report them to more experienced team member or lead
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Deliver KPI, identify failures’ root cause; implement corrective action with lead/manager supervision
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Ensure correct and chronological filing of the orders
KEY POSITION REQUIREMENTS
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University degree or equivalent obtained by experience in a similar environment
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At least 3 - 5 years of experience in an international customer support position
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Fluent and good oral and written knowledge in English.
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Experience in order management in ERP (SAP is a plus)
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Analytical capabilities, ability to interpret reports, listings, forecasts
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PC literate: good knowledge of PC, network and standard packages used under Windows.
Desirable Job Competencies
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Has a passion for the customer (customer-focused)
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Commercial attitude
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Excellent communication skills
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Presentation skills
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Stress resistant
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Self-organized and process oriented
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Attentive to the details
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Persevering and driven by result
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Team player
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Mature, dynamic, creative and assertive
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Performance and quality driven
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Flexible and able to work in a changing environment
Additional Requirements (travel, etc.)
Occasional QSMs and customer visits
Primary Location: India-Maharashtra-Navi Mumbai
Work Locations: IN Navi Mumbai Seawoods Grand Central Tower 2 Wing F Seawoods Grand Central Tower 2 – Wing F – Unit 706/7 Plot R-1, Sector 40 THANE 400706
Job: Sales
Organization: Commercial EMAP
Schedule: Full-time
Employee Status: Regular
Job Type: Standard
Job Level: Associate
Job Posting: May 10, 2026, 11:23:10 PM
