Customer Support Executive
Intuitive
- Bangalore, Karnataka
- Permanent
- Full-time
- Responsible for handling E2E order to Cash (OTC) Process for Intuitive and ensuring high level of Customer Satisfaction. The Customer Service Representative will act as a Focal Point for all Customer connect and order processing activities in coordination with Sales and other functional stakeholders.
- Act as the first point of contact for support cases. expected to provide comprehensive level 1 Technical/ Customer/ Accounts support for the efficient resolution of application-related issues and requests. Support Specialist must provide an excellent customer-service experience and resolve support tickets in a timely manner.
- Work closely with other teams such as Sales, Finance, or any team that may be relevant to perform their job.
- Efficiently and accurately, handle customers’ enquiries such as purchase orders, quotations, part requests, and complaints for lost or damaged goods, product returns or exchanges.
- Professionally answer incoming calls and emails, understand the internal and external customers’ needs and their environment to improve satisfaction.
- Master processes and make recommendations to improve overall team efficiency.
- Acts as primary customer interface for all external customers Channel Partners to ensure customer queries are responded on time orders are executed without any issue.
- Managing the entire order to Cash cycle and order fulfillment for assigned accounts.
- Liaising with internal stakeholders within business, cross functional team like Supply Chain, Credit, Finance, Logistics, Tax 3PL s etc.
- Responsible for E2E order execution in SAP which includes all the order processing steps from order entry to invoice creation.
- Actively monitors open orders and pro-active communication with supply chain to ensure that deliveries arrive at the customer on time, as committed.
- Processes customer complaints and returns according to Complaint Management process and return policies. Able to identify need for extra information to enable a thorough complaint analysis.
- To ensure effective implementation monitoring of discount management program, project discount or any other discount management program prudent issuance of credit note.
- Responsible for new customer on-boarding process customer master update as and when there is change request.
- Review actual sales versus forecast/allocation and Interact with the sales/customer to get better understanding of variations to ensure order fulfillment in accordance with sales plan.
- Responsible for filing all the documents pertaining to order to cash process as per internal control guidelines (SOX)
- Attend to support cases via phone, email, or online web tools.
- Collect information from users to understand and resolve problems remotely.
- Analyze and categorize incidents to diagnose and resolve them to the best of their ability, and redirect support cases to the right support staff/resource when necessary.
- Advise customers on the appropriate action.
- Utilize available resources and aids in coming up with solutions for problems.
- Accurately log relevant details of all interactions with customers
- Follow up pending actions from customers and other resources in the organization and track each call to resolution.
- Strictly follow support procedures while abiding with privacy guidelines in handling customer information
- Maintain the database for Query and Diagnostics Knowledge base.
- Customer Training Support – Book Slots and Responsible for E2E coordination including Creation of Training Event, Surgeon Payment, Coordination etc.
- Customer Master Data Management.
- Customer Price List, Approved Product List, Discount Matrix maintenance.
- Stay abreast on company products and services.
- Use best and appropriate practices and ensure continuous process improvement.
- Take regular part in projects as assigned and general administrative functions.
- Support system and 3rd party items orders processing, deliveries and installations as required
- Strong communication skills, both verbal and written. Fluent in English.
- Familiarity with an integrated ERP, preferably SAP and SFDC
- Possess a moderate telephone skill set and communicate in a professional manner.
- Strong knowledge of the MS Office product suite, ERP (SAP)
- Strong analytical skills. Attention to detail and accuracy.
- MIS
- Trouble shooting and problem-solving skills and able to analyse situations in depth with moderate level of complexity.
- Ability to build long-term professional relationships.
- Bachelor’s degree
- 5+ years professional experience in similar position, ideally within a medical device company
- Experience in a US multinational company.