Customer Solutions Representative

Position Title: Customer Solutions Representative

Shift Timing IST : 5:00 PM 2:00 AM

The Customer Solutions Representative (CSR) reports to the Customer Solutions Manager at Boyd Corporation and plays a critical role in supporting global inside sales operations while delivering a best-in-class customer experience. This position oversees the full order cyclefacilitating RFQs, validating orders for accuracy, processing entries, issuing acknowledgements, and ensuring prompt communication of shipping and tracking information. The ICSR fosters strong relationships with internal and external customers, maintains clear cross-team communication, and collaborates with other business functions to expedite and track orders, ultimately enhancing customer satisfaction and driving organizational profitability.

Responsibilities:

• Sales Support -

  Support the sales team by facilitating requests for quotes (RFQ), validating incoming orders for accuracy (e.g., pricing accuracy, conformance to minimum order requirements, shipping instructions, terms and conditions, etc.), entering orders, providing order acknowledgements, providing the shipping and tracking information for customer orders & deliveries by researching order in various ERP systems, notifying customers of changes to orders, and coordinating with other areas of the business to expedite and track orders.

• Rescheduling pull ins/ push outs -

  Coordinating with CSR teams across various locations and with customers, the ICSR should assist with customer requests to pull in or push out orders in accordance with Boyd policies, ensuring closed-loop communication with facility scheduling.
• Answer and return customer phone calls and emails.
• Help pursue sales leads with existing and new customers.
• Troubleshoot, research, resolve and escalate issues to the sales team as necessary.
• Supports Business Development Executives interaction with sales and production for customer.
• Developing new prospect/customer relationships to achieve business targets.
• Collaborate with cross-functional teams (Sales, Product, Operations) to ensure the customer's voice is integrated into decision-making; analyze customer feedback and service trends; investigate complaints and support the Sales team in resolving customer issues.
• Program management of new products and/or content to the organization through the appropriate prescribed process flow. Oversees new programs from inception to implementation.
• Checks inventory control and notify stock control departments of orders that would deplete stock. Responsible to work with purchasing department pertaining to customers cancellation request in efforts to avoid excess inventory of any raw materials unique to a customers application.

• ECNs & CNCRs -

  Assist with logging various Engineering Change Order requests for new/update part versions or redline changes to ensure compliance with the customer and ISO standards. Complete Customer Non-Confirming Reports to assist the sales & quality team with logging customer issues with product.

• Documentation -

  Assist in providing any documentation the customer or sales requires (acquisition of product/material certificates, invoices, sales orders, packing lists, etc.).

• Processing NRSUs -

  As part of the sales order entry process, you will be required to assist with new part introductions and their associated Non-Recurring Set Up charges (associated one time charges, NRSU). Following the specific procedure for each type of NRSU, and confirming the proper departments are notified at certain steps within the process.
• Regularly monitor customer portals used to communicate RFQs, POs, requested date changes, etc.
• Identify and implement changes to improve sales processes and accuracy.
• Answer Customers queries and concerns within the given time frame.

• Additional duties as assigned.

Skills and Qualification:

Reasonable accommodations may be made to enable individuals with disabilities to perform the

essential functions.

• Multiple years of experience communicating with international customers through the phone, emails and online meetings.
• Product sales over the phone (Inside Sales).
• Ability to learn fast, shift directions even faster and work collaboratively on a highly effective team.
• Experience supervising a team of customer solutions representatives
• Extremely organized with the ability to manage multiple customers remotely.
• Excellent written and verbal communication skills in English language.
• Good with Quality customer service and resolving all complaints received.
• Familiar with ERP system, technology and Data.
• Proficient use of MS office software and other computer applications.
• Flexible to work in different shifts or Willing to work in rotational shifts
• This position requires you to be working from 5:00pm till 2:00am.

EDUCATION/EXPERIENCE

• 4+ years of experience in Inside Sales, Customer Service, or a related client-facing role.
• Proven experience interacting with and supporting customers from engineering or technical backgrounds, with the ability to understand and respond to their specific needs.

LANGUAGE SKILLS

• Should respond to common inquiries from customers & inside sales teammates from US.
• Ability to write memos and emails that conform to prescribed style and format.
• Must be able to effectively present information to top management, sales groups, engineers,

and/or customers. MUST READ, WRITE AND SPEAK FLUENT ENGLISH.

MATHEMATICAL SKILLS

• Ability to calculate figures and amounts such as discounts, interest, proportions, percentages, area, circumference, and volume.
  

REASONING ABILITY

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.