Sr Customer Service Representative

Overview

Senior Customer Service Representative handling high-end order processing for assigned regions within the Bangalore Customer Support Center, supporting North America, EMEA and APJ order management.

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, and actively participate in process calls, sharing ideas with teams and partners to improve processes
• Work independently with minimal guidance and act as a resource for colleagues with less experience
• Effectively 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 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 exceptional support throughout the customer lifecycle, handling administration, order management and quotations
• Collaborate with cross-functional teams to deliver outstanding service while maintaining the highest standards of accuracy and professionalism

What you'll need

• 3-5 years hands-on experience in Order Management
• 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, with the ability to adapt and respond to different types of tasks
• Flexibility to work in early morning and night shifts

Nice to have

• Bachelor's degree in Arts, Science, Commerce or Business Administration

Details

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