About the role
Customer Support Representative
Location : Chakan , Pune
Position overview:
We are looking for a self-starter, highly-driven Customer Support Representative who will be handling day to day sales administrative topics, Sales forecast and demand analysis, ensuring deliveries are timely addressed including coordination with internal team .
Main responsibilities:
CSR will be performing the following responsibilities and duties
- Prepare customer wise dispatch plan As per schedule require, Punch Sales order in system inline with planned dispatch. - Monitoring Plan vs Actual Dispatch, Maintain Dispatch Plan on Daily Basis. - Compiling customer forecast and sending it to the internal team - Coordinating and scheduling trucks for pickup and delivery of material (for customer pickup) - Interaction with customer for dispatch related concerns - ASN update at customer portal, Get the ASN updated from customer on portal - Respond to customer enquiries via phone, email, chat, or social media in a timely and professional manner - Resolve customer complaints effectively, ensuring customer satisfaction and retention - Provide accurate information about products, services, and company policies - Document customer interactions and maintain records for future records. - Escalate complex issues to relevant teams when required - Follow up with customers to ensure issues are fully resolved - Meet individual and team performance targets (e.g. response time, resolution rate) - Collaborate with internal teams to improve customer experience - Identify recurring issues and suggest process improvements
Key Competencies:
The ideal candidate should have the following competencies:
• Teamwork
• Responsibility
• Commitment to career
• Commercial awareness
• Decision making
• Communication
• Leadership
• Trustworthiness & Ethics
• Results orientation
Skills and Qualifications:
You will thrive working with us if you have the following:
• Diploma or Bachelor degree , If Mechanical background with sales can be an added advantage.
• Clear communication practice & knowledge of hierarchical sales topics.
- Documentation and Data Entry Skills
• Must be proficient in MS Office
• Respect to internal personnel and external customer
• Ensure timely material delivery.
• Be accountable for the area of business assigned.
• Maintain records as required.
• Ensure any special instructions are noted and carried out.
• Ensure HR policies are followed with full compliance
• Always act in a professional manner with respect that in line with Optimas’s guidelines and be an example to others.
• Flexible to work in after hours in-case of urgency
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