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Award winning experts in eCommerce! We have more than ten years of experience with eCommerce solutions.
The Role
Processes customer orders and requests through SAP and CRM systems, monitors shipments, manages invoices and related documents, and provides order, quote, credit, and payment updates. Resolves transactional discrepancies, customer complaints, and product inquiries in an inbound call center environment. Maintains daily email and call volumes, follows departmental procedures and KPIs, attends training, and escalates complex issues to leadership.
Summary Generated by Built In
Job : CSR
Shift : Night shift
Location : Coimbatore
Responsibilities:
- Utilize SAP transaction codes / CRM to process orders / requests accurately and efficiently.
- Enter and update customer orders in the SAP system via phone and email requests, ensuring timely and accurate data entry through necessary communication.
- Monitor order shipments using ADSI software and carrier websites.
- Manage document requests including invoices, credits, debits, packing slips, order confirmations, and proof of delivery.
- Provide customers and sales representatives with an update on orders, quotes, returns, product audits, credit, and invoice rebill statuses.
- Inform customers and sales representatives about the progress of open items such as quote and order processing, product audits, and line routes.
- Supply customers and sales representatives with essential account balance details regarding invoices awaiting payment.
- Handle credit and debit memo requests per departmental policies.
- Assist in resolving transactional discrepancies and addressing customer complaints to achieve resolution.
- Recognize minor discrepancies in shipment delivery dates, product pricing, and quantities, and research to furnish proof of delivery upon request.
- Respond to typical product inquiries as the initial point of contact. May be tasked with handling customer credit card payments.
- Manage and resolve at least 40 Emails / calls daily within an inbound call center setting, engaging with sales representatives, customers and various internal departments.
- Attend and actively participate in departmental training sessions and communication meetings.
- Promptly brings concerns and intricate issues to the attention of the leadership team.
- Sustain consistent performance levels in adherence to established KPIs concerning phone and system usage, while also upholding the quality of work to acceptable standards.
- Make required updates in SAP or the CRM Portal as per the process and its guidelines.
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The Company
What We Do
At Vserve, we are award winning eCommerce specialists! Vserve is one of the leading full-service ecommerce agencies that offers a range of ebusiness solutions, catalog management services, and business intelligence expertise. In short, we specialize in delivering customized ecommerce solutions that make your business work for you so that you can work less!
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