Job Description

The Customer Support Officer is responsible for providing all aspects of customer service from answering incoming calls, to order entry, and order management in SAP. Knowledgeable of the Atlas Copco compressor technique, products, parts, and services. The CSO will maintain regular contact with existing and new customers and respond promptly to customer inquiries. As a key contributor to enhance the customer journey, the CSO will support in identifying products and solutions which will maximize the customer success. This includes providing sales support, training, and assistance to other members of the team; as well as reviewing Department procedures with a direction toward streamlining, efficiency and sales growth. To be responsible for the execution of regional strategy pertaining to CTS Process and audit orders for accuracy from customers via C4C, CPQ, One Portal/Shop online - enter SAP. Process credits / returns, issue RMAs, and post ship billings. Coordinate shipment issues with the warehouse and channel partners. Respond to customer inquiries such as delivery dates, pricing, shipment tracking, product specifications and performance, competitor crossover, and providing overall assistance necessary to ensure customer satisfaction. Actively engage in planned prospecting activities geared at increasing the customer base, and continually increase market share. Provide feedback on channel partner / customer reaction to management. Work closely with the IMA CX team and sales team to identify target customer profiles and work to identify targets, engage to drive demand, and enhance pipeline activity to support the company s overall growth objectives. Utilize C4C /CPQ software to track and measure all sales activity. Identify discrepancies within channel partner classifications for discounts as well as pricing. Propose suggestions to improve the efficiency of and environment in the Customer Care Department. Other Duties as Assigned as per CSO Process Document. S2M orders booking and execution with close monitoring. Monitoring of dealer s credit limit and overdue with a proper collection plan. Sales invoices submission on customers portal and sharing the information from order booking to collection. Customer Relationship Collect customer feedback on service (direct, indirect, and dealers) Analyse escalated customer-related problems and work with service to resolve them. Analyse factors causing dissatisfaction among customers. Review measures and take corrective action in coordination with Zonal Manager/ reporting manager. Seek support where required to enhance Customer Satisfaction IN ORDER TO enhance customer satisfaction. Maintain regular contact with all customers. Liaise with colleagues handling field Aftermarket sales to coordinate activities where appropriate and ensure that sales are obtained, and a high level of customer satisfaction is maintained. NPS follow-ups Receivables Receive data on collections and dealers/ customer statements of accounts. Follow-up with customers on outstanding/ invoices on service products Ensure follow-up with dealers for collections IN ORDER TO maintain cash flow in the company and minimize outstanding. Ensure to follow the instructed payment terms and pre-approvals for all other commercial terms conditions. Ensure timely collection payments from customers to control receivables. Compliance with Corporate Guidelines Follow in letter and spirit the Atlas Copco Vision, Mission, and core values. Talent framework competencies Comply with the Atlas Copco Business Code of Conduct Comply with the policies and procedures communicated from time to time. Perform any other tasks given by supervisor from time to time IN ORDER TO enrich the Corporate Culture Technical Capability SAP experience C4C CPQ experience Experience in Industrial market segments (e.g., automotive, heavy truck or bus, or general industry tools) Must be flexible and able to work in a fast-paced environment. Knowledge of FALCON To succeed, you will need Knowledge and Educational requirements: Be willing to develop yourself by learning new skills and increasing your knowledge of our products, systems and the company s market and operation. Ability to cope with large sums of information and to create, in partnership with a multi-layered organization, well-defined plans, which will be easily communicated and implemented. Strong verbal and written communication skills in English, with the ability to deliver messages to stakeholders at any level inside and outside of the organization. Must have a solid comprehensive of the compressor technique business, with proven sales and marketing experience in the compressor industry. Must enjoy communicating with channel partners and customers via phone and email. Effective capability with a laptop computer MS Office software (Word, Excel, MS Teams) Self-starter with the ability to work independently, as well as a valuable member of a team. Experience Requirements: Minimum 3 to 4 years experience in CTS sales/operations or relevant experience in CTS products Degree /Diploma in Engineering or relevant experience with graduation. Personality requirements: Firm believer that there is always a better way of doing things. Resourceful/ Enthusiastic/ Open-minded. Result Oriented. Customer oriented Strong drive and engagement Self-motivated Teamwork in a matrix organization Continuous Learning