Customer Support Representative

Customer Support Representative

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