Customer Experience Representative

Location - Pune

Chemical or any Manufacturing company

Global supply chain experience mandatory

SAP S4 Hana and SAP ECC

As a Customer Experience Representative, you will be at the forefront of our customer engagement efforts, providing essential support to ensure customer satisfaction and efficient operations. This role is designed for those who are new to the industry but eager to grow and make a meaningful impact. You will contribute to various initiatives, including customer-centric innovation, digital transformation, supply chain optimization, sustainability, global expansion, and customer experience improvement programs. In this role, you will: 

Order Fulfillment: 

• Order Processing: Efficiently manage both domestic and international orders using order management system ensuring accurate processing and timely communication of order status. 
• Order Tracking: Monitor the status of orders and communicate progress to customers and internal stakeholders to ensure transparency and satisfaction. 

Invoicing and Shipping: 

• Compliance: Ensure compliance with regulatory requirements for internal and external controls. 
• Documentation: Issue necessary documents for the physical transportation of goods, ensuring all shipments are properly documented and compliant with regulations. 

Customer Inquiries and Complaints: 

• Inquiry Response: Respond to customer inquiries promptly, coordinating responses following established policies and processes to provide accurate and helpful information. 
• Complaint Resolution: Ensure customer complaint acknowledgements and credit memos are generated are addressed promptly and effectively. Work to resolve issues to maintain customer satisfaction and loyalty. 

Customer Happiness and Communication: 

• Customer Satisfaction: Strive to keep customers happy by providing exceptional service and support. 
• Communication: Keep customers informed about their orders and any issues that may arise, ensuring open and transparent communication. 

Requirements: 

Experience: 

• 2-4 years of experience in a customer service or supply chain role. 

Skills and Competencies: 

• Proficiency in MS Office, including Excel and Outlook. 
• Basic knowledge of international trade techniques. 
• SAP and CRM experience 
• Strong communication skills, verbal and written 
• Fluency in English and additional languages relevant to the customer base is a plus 
• Team player and effective interpersonal skills 
• Attention to detail and organizational skills 
• Ability to multitask and prioritize effectively in a fast-paced environment. 
• Problem-solving abilities. 

Work Environment: 

·        Office based 

• Standard office hours, occasional overtime may be required 

 Travel: 

Minimal travel may be required for training, meetings, or customer visits. Any travel requirements will be communicated in advance and will adhere to company travel policies.