Customer Service Agent, India

Job Purpose: A core competency in this role is a deep understanding of customer loyalty and service processes. This enables the role not only to handle customer concerns but also to identify them proactively and purposefully. Through this understanding, current problems can be resolved, and potential needs can be anticipated, thereby offering tailor-made solutions.

Key responsibilities:

1. Order, Quotation, and Complaint Management

• Order Acceptance and Review: Recording customer orders, checking for completeness and accuracy, clarifying queries, and confirming orders
• Quotation Process: Creating and sending quotations, following up, and adjusting as necessary.
• Complaint Handling: Receiving, documenting, and initial review of complaints. Initiating internal processes (e.g., to Quality Management or Logistics for returns) and communicating solutions to the customer until resolution.

2. Written and Telephone Customer Support

• Answering inquiries via email, phone regarding products, prices, availability, delivery times, and services

3. Coordination with Logistics and Supply Chain Planning

• Delivery Management: Coordinating delivery dates, monitoring delivery status, and proactively communicating deviations or delays.
• Customs Clearance/Documentation: Preparing and checking relevant shipping documents, especially in an international context.
• Inventory and Demand Reconciliation: Exchanging information with Supply Chain Planning regarding product availability and ensuring supply chains.

4. Other Related Tasks within Customer Service

• Reporting: Creating internal reports on service levels, complaint statistics, order volumes and order book etc.
• Process Optimization: Actively participating in identifying and improving Customer Service processes.
• Training and Knowledge Transfer: Participating in product training and sharing best practices within the team.