Customer Support Specialist

Job Description

Key Responsibilities Receive orders from the KAMs/Customers/Business team and taking it ahead for further process in coordination with multiple stakeholders. Serve as the SPOC for all assigned customers, leading end-to-end new requirement gathering for job onboarding and execution across projects. Track and monitor Change Requests (CRs) for all assigned segments, ensuring proper follow-up and escalation to peers in case of delays or lack of support. Compare purchase orders and quotes for accuracy. Inform Production/Operations/Costing in case of a change in process and any other major changes leading to additional expenditure. Identify discrepancies in order receipts and communicate them to KAMs / planning team and coordinate for necessary corrections. Tracking day-to-day incoming data and monitoring the TAT and Daily operational communication with clients. Reconcile actual dispatch counts and pending dispatch data, providing daily status reports to customers. Discussing the schedules and communicating the same to the concerned KAMs/Customers. Daily meeting with the Production and Planning team relates to the daily schedule and ensures dispatches are happening within TAT. In case of delay, immediately escalate the orders to the concerned team for immediate action. Monitoring stationery stock reports on a weekly basis shared by the concerned team and ensuring timely reorder to avoid any shortfall. Take timely approval from customers for printing all required stationery in advance. Post completion of activity, ensure to send despatch confirmation and supporting documents to customer on daily basis. Preparing monthly Billing MIS within 02nd of every month and take approval from customer immediately and share with billing team for invoice generation. Skills Required Clear Communication Skills to handle all internal and external stakeholders. Presentation Skills, Ability to handle surprises. Confidentiality in taking any additional responsibilities as and when given. Customer Handling skills, Reporting and documentation and Teamwork Educational Qualifications - Bachelors / Masters / Computer Course Experience Level (If applicable) - 3 + years of experience in customer handling profile. Job Location - Turbhe, Navi Mumbai