Customer Service Representative

Ghaziabad, UP

About Us

Job Summary

Responsibilities

• Provide a high level of account management to customers.
• Manage customer orders from placement to invoicing through multiple channels, including E-Mail and websites to ensure 100% customer satisfaction.
• Work with demand management to satisfy customers’ required delivery dates.
• Manage customer expectations by clearly communicating our commitments (i.e. delivery dates or problem resolution), and keeping customers informed of status of orders, issues, etc.
• Provide customer support for pre order activities (pricing, availability, quoting, technical specifications).
• Ownership of customer feedback and queries and proactive management of issues through resolution.
• Process customer orders (promise dates, order entry, collaboration with supply chain and operations).
• Ensure that all requested support is provided to meet the monthly revenue target.
• Process claims and product returns in line with the Business Unit policies within the service level objectives and initiate corrective actions.
• Coordinate cancellation requests with supplier/customer in order to avoid any discrepancy / excess in inventory.
• Provide support and training to distributors on order entry application.
• Identify improvements by using Lean Principles methodology.
• Liaise with plant to improve delivery dates.
• Respond to technical questions or refer them to appropriate functions.
• Escalate customer issues requiring more complex cross functional resolution to the IR Corrective and Preventive Action System (IR CAPA)
• Represent Ingersoll Rand in a professional and courteous manner to customers to ensure service excellence and customer satisfaction
  

Basic Qualifications

• BE / B.Tech.(Mechanical/ Electrical / Electronics / Instrumentation). Master's degree preferred.
• 10 - 12 years’ experience in service / customer facing role
• Proficient in MS Office applications and experience with ERP systems will be preferred
• Good level of English, spoken and written
  

Travel & Work Arrangements/Requirements

Key Competencies

• Experience in a customer facing role. Previous exposure to the Technical /Industrial organization preferred
• Self-motivated, assertive individual, problem solver and teamwork oriented.
• Understanding operations and the supply demand flow is beneficial.
• Knowledge of Continuous Improvements tools
• Ability to communicate clearly and effectively using positive language
• Important Qualities - professionalism, decision-making, stress tolerance and time-management skills
• Fluent English is required
  

What We Offer

• We are all owners of the company! Stock options (Employee Ownership Program) that align your interests with the company's success.  
• Yearly performance-based bonus, rewarding your hard work and dedication 
• Leave Encashments
• Maternity/Paternity Leaves
• Employee Health covered under Medical, Group Term Life & Accident Insurance
• Employee Assistance Program 
• Employee development with LinkedIn Learning 
• Employee recognition via Awardco 
• Collaborative, multicultural work environment with a team of dedicated professionals, fostering innovation and teamwork.