Customer Service Specialist

Job Overview

This position will provide internal and external customer support with order to remittance (OTR) and after-sales support (e.g., basic technical assistance, troubleshooting, order assistance, and payment-related support) and coordinate with relevant resources to increase customer satisfaction. Additionally, you will manage cases in SFDC and the ERP system, SAP.

This position will be a member of a global customer service team, which has offices in Germany, the U.S., Mexico and China, and will report to the EMEA Customer Service Manager. This role is based in India. 

Responsibilities  

As the Customer Support Specialist, you will: 

• Ensure the resolution of customer issues (e.g. order entry, technical, payment) by coordinating with Operations, Technical members, Sourcing, Manufacturing and other internal and/or external teams. Coordinates resolution of After-Sales Service and/or Spare Parts Teams, or trouble calls.
• Coordinate appropriate solutions for customer requests, and coordinate with related teams to ensure the complete handling of the request (e.g. production capability and scheduling, resourcing, quotes, price lists, invoice) is in place.
• May conduct quotation/proposal follow-up with customers and update SalesForceDotCom (SFDC).
• Proactively inform customers about purchase order status, repair & return, advanced warranty, technical follow-up, spare parts and/or clarify any questions ensuring a positive customer experience throughout the entire process.
• Ensure accuracy of documentation including return material requests, shipping, invoicing, and finance systems.
• Process the return of goods from customers. Track the repair when necessary.
• Participate in departmental training programs.
• Provide outstanding service and representation to external and internal customers through accurate order entry and call handling with superior, professional communications.

ELIGIBILTY REQUIREMENTS: OmniOn Power only employs those who are legally authorized to work in the India for this opening. We will not sponsor individuals for employment visas, now or in the future, for this job opening.

Basic Qualifications: 

• High School Diploma/GED equivalent and 2 years of experience in order fulfillment/order management and
• 2 years of experience using SAP or similarly large and complex ERP system to drive results.
• Bilingual in both local language and English – Fluent in both verbal and written language

Desired Characteristics

• Associates Degree or Bachelor’s Degree preferred
• Strong interpersonal and communication skills (oral and written)
• Ability to collaborate with cross-functional teams to help build effective processes.
• Results oriented; ability to deliver on commitments and follow through with results.  
• Strong problem-solving skills with continuous improvement mindset
• Ability to work independently, multitask with a strong sense of priority
• Able to effectively interface with all levels of internal and external customers.
• Demonstrated proficiency with Microsoft office applications.
• Proficiency with lean or process improvement methodology