Customer Service Specialist II

Overview

Customer Service Specialist II on the third (night) shift at the Bangalore Global Commercial Operations Center, supporting quote-to-cash, service call, billing, master data and sales support processes across multiple time zones.

What you'll do

• Support the quote-to-cash process for parts, consumables, and time and material orders, including quote creation, parts order processing, and invoice creation.
• Handle exception processing, including credit rebills and invoice and parts order corrections as needed.
• Manage end-to-end service call creation, including pre-sales, pre-install, install accessory and main system, technical deviation authority calls, de-installs, refurbishments, and warranty activities.
• Execute invoice and portal management to support start-to-end billing.
• Maintain master data through Install Base requests, data cleanup and validation, ensuring accuracy, compliance, and timely updates across systems.
• Support post-installation entitlements, including standard warranty extensions and sold-with-system or additional warranty contract creation.
• Serve as a central coordination point for service inquiries for Point-of-Sale orders, Certificate of Acceptance and Warranty Commencement Report processing, online registration support, end of service letter support, and evaluation/loan contract creation.
• Provide enhanced sales support, including CRM changes, CRM approval submissions, obtaining non-standard request approvals, and free of charge support.
• Contribute to continuous improvement, including documentation, training, system testing, and participation in PPI initiatives.
• Manage daily tasks, cases, and customer requests promptly, accurately, with exceptional care and follow-through.
• Support smooth workflow handoffs between the team and regional subject matter experts.
• Identify process gaps, recurring issues, or improvement opportunities, supporting process documentation review and testing as needed.
• Provide back-up support for the supervisor and guidance or coaching to team members on complex case handling and exception support.

What you'll need

• 8+ years of equivalent business experience in customer service, order entry, order management and fulfillment.
• Quote-to-order and order-to-cash experience.
• Expert understanding of the customer service environment, including quote-to-order and order-to-cash processes.
• Ability to manage multiple priorities, identify customer, operational, or revenue risk, and communicate potential exposures effectively to decision makers.
• Sound judgment in balancing business and commercial needs, priorities, and risks/exposures to customer requests.
• Quality-first mindset with end-to-end ownership, strong attention to detail and follow-through.
• Strong professional relationships with team members, customers, and others, working effectively across cultures, functions, and regions.
• Advanced written and verbal English communication skills, with the ability to manage conflict, lead difficult conversations, interpret ambiguous communication, and tailor messaging to different audiences.
• Expert organizational and time management skills, with ability to multi-task, work within tight schedules and under pressure, independently and as part of a team.
• Proficient interpersonal skills with a collaborative and integrative style of working.
• Proven ability to consistently meet or exceed performance metrics and service level agreements while delivering high-quality customer support.
• Strong customer orientation with demonstrated ability to manage complex customer requirements, escalations, and non-standard requests professionally.
• Ability to support knowledge sharing, onboarding, or training for team members.
• Demonstrated ability to support process improvement initiatives and identify opportunities to improve efficiency or customer experience.
• Demonstrated flexibility in supporting assigned duties, schedules, and changing business priorities.
• Advanced proficiency with ERP systems, CRM tools, and Microsoft Office applications including Outlook, Excel, Word, and PowerPoint.

Nice to have

• People management experience.
• Bachelor's degree.

Details

• Location: Bangalore, India.
• Work schedule: Third shift (nights), operating five days a week and supporting multiple time zones.
• Office-based role.