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Role & Responsibilities:Responsible for handling E2E order to cash (OTC) process for respective line of business and ensuring high level of customer satisfaction. The Customer Service Representative act as a focal point for all customers connect and order processing activities in co-ordination with sales representative/key account manager and other functional stakeholders.

Acts as primary customer interface for all external customers & Channel Partners to ensure customer queries are responded on time & orders are executed without any issue.Manage different type of customer orders like stock & resale, Export to neighboring countries under Letter of Credit Term, BOND sales, High Sea Sales etc. through Customer Service work processes and systems. The CSR must analyze the Business Service Standards to meet customer needs while supporting Business functional performance.Liaising with internal stakeholders within business, cross functional team like Supply Chain, Credit, Finance, Logistics, Tax & 3PL’s etc.Responsible for E2E order execution in SAP which includes all the order processing steps from order entry to invoice creation.Actively monitors open orders and pro-active communication with supply chain to ensure that deliveries arrive at the customer on time, as committed.Processes customer complaints and returns according to Complaint Management process and return policies. Able to identify need for extra information to enable a thorough complaint analysis.To ensure effective implementation & monitoring of rebate management program, project discount or any other discount management program & prudent issuance of credit note.Responsible for new customer on-boarding process & customer master update as and when there is change request.Review actual sales versus forecast/allocation and Interact with the sales/customer to get better understanding of variations to ensure order fulfillment in accordance with sales plan.Responsible for driving the E-commerce journey & ensuring functional KPIs are met.Responsible for filing all the documents pertaining to order to cash process as per internal control guidelines (SOX/CRIM)To ensure all commercial activities are complying with SOX Requirements and Basic Accounting & Taxation Guidelines.

Experience

Having good commercial knowledge & GST understanding5+ years relevant working experience – Order fulfillment / Supply ChainExperience using SAP system for order processingService Cloud & Sales Force experience (preferred)Proficient knowledge in MS office Strong interpersonal and communication skills to work with different stakeholders and deliver the result.Good analysis, problem-solving & Complaint handling skillsPresentable to meet the customer / clients

Education

Graduate in CommercePost Graduate Diploma / MBA in Operations / Supply Chain Management would be added advantage

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