Customer Support : Walk-In Interview

Role Summary:

Customer Support is a sub-process of Global Customer Delight process at Galaxy, which is responsible for servicing / fulfilling timely delivery of products to our customers as per the requirement. So, this profile would involve end to end responsibility of customer order management, by ensuring customer is being timely provided with products/documents or information.

Primary Responsibilities:

• Preparation of Sales order (In SAP ERP) & updating it in salesforce (CRM portal).
• Create master data related to shipment/customer requirements in SAP
• Sharing order Acknowledgement/ Order confirmation to customer through Salesforce/ SAP.
• Hygiene related to sales orders in SAP.
• Case hygiene in Salesforce to track orders & communication.
• Sharing shipment documents & tracking of sailed shipment information with customers as per the stipulated timelines.
• Sharing Order Status Report with customers on periodic basis and seeking forecast.
• Monitoring actual order position vis--vis S&OP.
• Coordinating with Business Creation, Business Operation, RMU & Commercial for queries related to customer order processing.
• Coordinating with Demand planning, supply planning, logistic teams for queries related customer order execution.
• Having periodic calls with customers regarding the service levels, order position & further requirement.
• Basic understanding on the domestic/ export documentation (Road, Air & Sea) & understanding of country specific requirements.
• Understanding different certification, FTA, forms required by customer/ business.
• Basic of OTIF & sharing monthly MIS.
• Escalation handling & RCA with CAPA.

Educational qualifications & Experience preferred

• Degree: Graduation /Post graduation (MBA/PGDM) in international trade/operation/mass

media/Logistics/Marketing.

• Experience: 2-8 years of experience in Customer service & order management is must.

Required Competencies:

• Drive for Results
• Interpersonal Savviness
• Customer Focus
• Planning and Organizing
• Ownership

Required Skills:

• Good Written & Spoken communication in English.
• Ability to work under strict deadlines
• Learnability
• Attention to Detail & Time Management
• Cross-Functional Collaboration
• MS-tools
• Salesforce Exposure would be added advantage