Assistance Manager - Customer Ops SEA & Oceania

Overview

Assistance Manager in Customer Operations for the SEA and Oceania region, handling customer service inquiries, order management and related documentation.

What you'll do

• Respond to customer service inquiries regarding company products, features and/or services.
• Research, document and communicate recurring technical issues.
• Escalate unresolved issues to the Technical Support team.
• Facilitate and coordinate Returned Material Authorization (RMA) as necessary.
• Ensure complete and accurate documentation of customer requirements.
• Provide order entry and order management support for customers, including scheduling orders and service dates and creating invoices.
• Keep customers informed about order status within defined TAT, based on the customer PO.
• Quality check POs by checking quotation details (quantity of items listed) against company order policy and process.
• Review terms and conditions as per the set process to fulfill purchase order requirements.
• Fulfill all documentary requirements within defined timelines.
• Collaborate actively with cross-functional teams to meet customer expectations.
• Share periodic MIS with the leadership team, internal team, regional managers, etc. as per current business requirements.
• Maintain timely control of customer orders, amendments and other documents in SAP or recommended database, ensuring accurate record retention and order management processes per corporate policies.
• Manage customer complaints and escalations, giving a patient ear to grievances to provide timely resolution.
• Organize and execute daily tasks to provide efficient and quality service to customers.
• Execute sales order processing in the SAP environment with appropriate compliance checks.
• Create purchase orders for vendor/supplier third parties.
• Align with the commercial and service teams on on-job installation and advise them on customer delivery location.
• Create SAP delivery orders (DO) and invoices (INV), and manual documentation where required, for customers with special requirements for uploading to the customer web.
• Drive sales return and customer return processes in line with defined guidelines.
• Actively contribute to process improvement and demonstrate a customer-centric approach.
• Coordinate and track sales order fulfillment status in line with customer expectations, escalating situations to management to accelerate delivery.
• Handle customer complaints and work with relevant parties to resolve them.
• Participate in special projects and key initiatives identified from time to time.

Details

• Location: Mumbai.