Customer Support Representative

What You’ll Do

"

• Delivering extraordinary customer experience across every interaction by responding to questions concerning customer orders and requests in a fast paced, structured customer care environment
• Processing of purchase orders and sending order acknowledgements.
• Be the primary interface on a day to day basis with inbound customer requests, redirecting as required
• Process request for quotations and proactively perform quote follow up
• Support daily quote and order processing within the company CRM & MRP systems
• Interact with factory and follow up for dispatch and provide dispatch details to customer
• Carry out contract reviews on quotes & orders
• Progress / expedite orders (Pull in activity) as requested by customer
• To be familiar with Government tendering activities such as HAL, BEL , DRDO E-portals & GEM Portal processes and procedures.
• Good Verbal and Written communication skills "
  
  
  

• Follow up all payments
• Process customer returns and cancelations
• Investigate credit and debit requests and queries to issue credit/debit as necessary
• In the case of quality complaints, preparation of RMA/ replacement orders and interact with quality department at factory for repair/replacements
• To be aware of entire sales cycle (RFQ Stage to Payment collection activities) for both private and government customer entities.
• Participate in daily / scheduled team meetings to discuss OTD, backlog and other general support issues
• Responsible for Customer Service metrics reporting (weekly bookings and billings report, quote, Purchase order log etc.)
• Assist with data collection and entry for reporting purposes
• Ensure that all team members are adequately trained on the related process.
• Build a highly motivated and efficient India customer service team and have the best in class customer service operation.
• Ensure customer sevice activities are fully compliance in ISO, SOX, legal, etc.
• Proactively co-ordinate with global Eaton ITD entities (prices, deliveries, payment information , RMA registrations etc.,)
• To be aware of AS9100D & ISO 9001-2015 Audit requirements with respect to customer support activities"