Job Description
Our client provides end-to-end outsourcing services to clients across the globe and they are currently looking for a Customer Support Specialist. The incumbent should be able to provide a summary view of a customer's open order book upon request with delivery status look-ahead, proactively provide status on delayed orders with reasons, and require working with Supply Chain resources to confirm reasons for delay. The incumbent may also be required to work through the feasibility of customer order expedited requests, and monitor open order delivery status and initiate product exchanges, rentals, escalations as needed to meet customer on-time delivery needs.【 What you will be doing 】- Enter order, quote request, PO Review, Z tasking, and case management as per standard work and within the defined SLA- Should be aware of customer-specific nuances like discount, rate conditions, flow down etc.- Own customer escalation and work with different teams and functions to resolve it.- Clearly articulate a problem statement and help required to support functions to drive accurate and timely responses.- Attend and lead customer calls, prepared with a summary of open customer queries and orders, and ready to discuss and resolve open items in real time.- Drive any internal changes required due to customer actions and process requirements including, but not limited to, standard work and Customer Specific Work Instruction updates- Define Customer portal management plan, where applicable, and proactively manage Customer portal access, training, and requirements.