Sr Customer Service Representative

Overview

Sr Customer Service Representative in Order Management, supporting North America, EMEA and APJ order processing from the Bangalore Customer Support Center.

What you'll do

• Perform high end order processing tasks requiring in-depth knowledge and experience for assigned regions using Oracle JD Edwards, SAP and other applications used by the function
• Ensure adherence to all internal and external processes with no slippage on transactions taken up for financial impacting processes or actions
• Solve complex problems, take new perspectives using existing solutions, actively participate in process calls, and share ideas with teams and partners to improve processes
• Work independently with minimal guidance and act as a resource for colleagues with less experience
• Collaborate across the team to ensure mistakes are not repeated by team members
• Engage in activities to provide an enhanced customer experience
• Ensure adherence to organizational procedures, policies and systems
• Ensure that performance metrics and SLAs are met
• Adhere to daily turnaround time for orders as per set TAT guidelines
• Proactively escalate issues that can potentially hamper business processes
• Contribute to team effort by accomplishing related results as needed
• Provide support throughout the customer lifecycle, handling administration, order management and quotations

What you'll need

• Hands-on experience in order management, 3-5 years
• Strong computer skills, including Microsoft Office
• Excellent verbal and written communication and interpersonal skills
• Highly detail-oriented and organized with excellent analytic and problem-solving abilities
• Ability to multi-task, prioritize and manage time effectively
• Ability to work under pressure
• Customer oriented and able to adapt and respond to different types of tasks
• Flexible to work in night shifts

Nice to have

• Bachelor's degree (Arts, Science, Commerce, Business Administration)

Details

• Location: Bangalore, India
• Work schedule: Standard (Mon-Fri), with night shifts required
• Environmental conditions: Office
• Part of a team operating four shifts over a 22-hour window per day