Process Associate – Customer Service Representative (CSR)

Process Associate – Customer Service Representative (CSR)

We are seeking a detail-oriented and motivated individual to join our team. The ideal candidate should

possess a basic understanding of SAP transaction codes (T-Codes), proficiency in order management

processes, and effective communication skills for vendor correspondence. This role will play a crucial part

in ensuring seamless order processing, resolving past-due issues, and maintaining positive relationships

with customers.

Responsibilities:

•Utilize SAP transaction codes to process orders accurately and efficiently.

• Enter and update customer orders in the SAP system via phone and email requests, ensuring

timely and accurate data entry through necessary communication.







• Monitor order shipments using ADSI software and carrier websites.

• Manage document requests including invoices, credits, debits, packing slips, order confirmations,

and proof of delivery.

• Provide customers and sales representatives with an update on orders, quotes, returns, product

audits, credit, and invoice rebill statuses.

• Inform customers and sales representatives about the progress of open items such as quote and

order processing, product audits, and line routes.

• Supply customers and sales representatives with essential account balance details regarding

invoices awaiting payment.

• Handle credit and debit memo requests per departmental policies.

• Assist in resolving transactional discrepancies and addressing customer complaints to achieve

resolution.

• Recognize minor discrepancies in shipment delivery dates, product pricing, and quantities, and

research to furnish proof of delivery upon request.







• Respond to typical product inquiries as the initial point of contact. May be tasked with handling

customer credit card payments.

• Manage and resolve at least 40 calls daily within an inbound call center setting, engaging with

sales representatives, customers, and various internal departments.

• Attend and actively participate in departmental training sessions and communication meetings.

• Promptly brings concerns and intricate issues to the attention of the leadership team.

• Sustain consistent performance levels in adherence to established KPIs concerning phone and

system usage, while also upholding the quality of work to acceptable standards.

Qualifications and Skills:

• A basic understanding of SAP transaction codes (T Codes) related to order management processes







is an added advantage.

• Excellent communication skills, both written and verbal, with an ability to interact professionally

with vendors and internal teams.

• Strong organizational skills and attention to detail, particularly in tracking and managing order-

related data.

•Problem-solving mindset, capable of identifying issues and implementing effective solutions.

• Prior experience in order management, vendor communication, or a related field is preferred.

• Ability to work independently and collaborate within a team-oriented environment.

• High level of reliability and integrity in handling sensitive vendor information.







• Adaptability to evolving processes and a willingness to learn new systems and tools.

Education and Certification:

Basic Degree – Experience/degree related to Supply Chain Management is a plus.

Reporting:

Night shift from 6:00 PM to 3:00 AM / 06:30 pm to 03:30 am.

During daylight saving: 07:00 pm to 04:00 am / 07:30 pm to 04:30 am

(Shift timing may vary based on project requirements)

Week offs: Saturday and Sunday

Location:

Coimbatore, India

Work from the office.