Customer Support Representative

Job : CSR Shift : Night shift Location : Coimbatore Responsibilities: Utilize SAP transaction codes / CRM to process orders / requests accurately and efficiently. Enter and update customer orders in the SAP system via phone and email requests, ensuring timely and accurate data entry through necessary communication. Monitor order shipments using ADSI software and carrier websites.

Manage document requests including invoices, credits, debits, packing slips, order confirmations, and proof of delivery. Provide customers and sales representatives with an update on orders, quotes, returns, product audits, credit, and invoice rebill statuses. Inform customers and sales representatives about the progress of open items such as quote and order processing, product audits, and line routes.

Supply customers and sales representatives with essential account balance details regarding invoices awaiting payment. Handle credit and debit memo requests per departmental policies. Assist in resolving transactional discrepancies and addressing customer complaints to achieve resolution. Recognize minor discrepancies in shipment delivery dates, product pricing, and quantities, and research to furnish proof of delivery upon request.

Respond to typical product inquiries as the initial point of contact. May be tasked with handling customer credit card payments. Manage and resolve at least 40 Emails / calls daily within an inbound call center setting, engaging with sales representatives, customers and various internal departments. Attend and actively participate in departmental training sessions and communication meetings.

Promptly brings concerns and intricate issues to the attention of the leadership team. Sustain consistent performance levels in adherence to established KPIs concerning phone and system usage, while also upholding the quality of work to acceptable standards. Make required updates in SAP or the CRM Portal as per the process and its guidelines.