Client Service Coordinator

Advatix Apac Logistics; Gurugram District; On-site; INR 300,000 - 450,000; Full time

Job summary

Advatix Apac Logistics in Gurugram, India, seeks an Order Management/Customer Service professional to be the primary contact for client orders, inquiries, and issue resolution through multiple channels.

You will enter and manage orders from all sources, resolve backorders, respond to client concerns, ensure timely execution within SLAs, and document interactions for audit purposes. Associates or Bachelor's degree preferred; 1 year in related roles; strong communication and MS Office skills.

Qualifications

• Associates or Bachelor's degree preferred.
• Minimum 1 year experience in customer service, supply chain, or order management.
• Attention to detail and accurate data entry.
• Experience with order management systems and ability to learn new tools.
• Strong written and verbal communication; ability to work in a fast-paced environment.

Responsibilities

• Serve as contact for client and customer order placement, inquiries and issue resolution
• Enter and manage orders from all sources and handle exceptions or corrections
• Manage open orders and backorders with relevant teams
• Respond to customer concerns and document inquiries promptly
• Escalate unresolved issues to appropriate team members
• Ensure on-time order execution fulfilling SLAs
• Collaborate with management and clients to maintain order processes
• Interface with departments to ensure timely deliverables
• Ensure proper billing documentation and close work for billing
• Update client documentation on business rules and changes
• Adhere to quality standards and procedures; seek continuous improvements
• Act as backup to team members

Skills

Order management

Customer service

Data entry

MS Office

Communication skills

Multitasking

Education

Associate or Bachelor's degree

Tools

MS Office Suite

ERP/order system

Job description

Position Summary

Serve as contact for client and customer order placement, inquiries and issue resolution through various communication channels.

Essential Functions

• Enters and manages orders from all sources, e.g., email, phone, fax, online, etc. and handles any order exceptions, updates or corrections.
• Manages open orders including working with the appropriate team members on backorders
• Responds to answer client/customer concerns or complaints and ensures that all inquiries are handled and documented in a timely and professional manner.
• Escalates risk or unresolved order related issues to appropriate team member or management for support to resolve.
• Ensure that all order execution is completed on time and in a manner that satisfies service level requirements.
• Collaborate with management and/or the clients, as directed, to maintain the integrity of the order management processes.
• Interfaces with various departments to ensure deliverables are being completed on time and within SLAs.
• Apply attention to detail of procedures and requirements to ensure proper billing to the client, including timely and accurate closing of work to prepare for billing process.
• Update client business rule documentation ensuring that internal key stakeholders are aware of business process changes.
• General understanding of client contractual requirements to ensure adherence and ability to recognize client requests that are outside contract requirements and escalated to management before proceeding.
• Support and maintain all corporate quality standards, policies, procedures and work instructions as outlined in the company process documentation.
• Ensure customer satisfaction by preventing the occurrences on nonconformities relating to product, process, and quality.
• Proactively generates continuous improvement ideas including improved efficiencies and cost savings and ensures that most efficient processes are used.
• Act as backup to other team members

All other duties as assigned. Communication

• Works to ensure overall client satisfaction through internal and external communication channels.
• Support client development and other key personnel to provide work insights for client business reviews or internal corporate review as appropriate.
• Communicate with supervisor/manager when new business opportunities are identified.
• Provides world class customer service and after order care for clients.
• Troubleshoot and resolve potential client concerns, making decisions in the best interest of the Company and the client or escalating issues as appropriate to the proper level of management.

Position Requirements

• Associates or Bachelors degree preferred.
• Minimum 1-year experience in customer service, supply chain or order management role.
• Ability to handle tasks requiring attention to detail.
• Experience with using an order management system and ability to learn new systems.
• Ability to work in a fast-paced, high output environment.
• Ability to multitask and prioritize job tasks.
• Ability to work independently and in a team environment.
• Strong written and verbal communication skills.
• Accurate data entry and spelling skills.
• Strong general computer skills including MS Office Suite.
• Professional appearance and demeanor.