Customer Operations Specialist

Generac Captiva; Pune District; On-site; INR 600,000 - 900,000; Full time

Job summary

Generac Captiva in Pune, India, is seeking a Customer Operations Specialist III to manage complex orders and quotes through to invoicing, including post-sales issues. You will communicate with internal teams and customers to ensure accurate information and timely resolution.

This role requires 2–5 years in Order-to-Cash or related areas, strong SAP/ERP knowledge, and excellent communication skills to support global customers. The position is on-site and ready for a detail-oriented problem solver.

Qualifications

• Bachelor's degree in commerce, business, supply chain, operations management, international business finance, economics, or related field.
• 2–5 years in Order-to-Cash Operations, Order Management, Customer Support, or related experience.

Responsibilities

• Process orders from customers, sales reps, or dealers for finished goods and parts.
• Verify pricing and discounts, customer identity/location, and shipping instructions for data accuracy.
• Collaborate with Production Planning, Sales, Credit, Logistics, Finance, and Customer Support to improve customer experience.
• Review orders and inventory to optimize flow.
• Produce training documentation and process flows for designated workstreams.
• Triage email inboxes and provide Tier I escalations support and issue resolutions.

Skills

Customer service

Communication

SAP Super User

ERP familiarity

Attention to detail

Education

Bachelor's degree in commerce or related field

MBA or related postgraduate preferred

Tools

SAP

Job description

Primary Purpose

The Customer Operations Specialist III provides support throughout the sales cycle by processing complex customer orders and quotes and conveying the information to internal customers. This includes everything from the time the order is received until the product ships and invoices, and includes post-sales issues such as incorrect billing, return of product, warranty exchanges, credits, debits, and customer issue resolution while supporting multiple distribution channels.

This role is responsible for working with management and staff throughout the organization to continuously improve processes and procedures, develop best practices and train accordingly. The Customer Operations Specialist III is a key contributor in delivering Generac's Customer First promise and is responsible for providing accurate information, effective communication, and issue resolutions to customers and internal stakeholders.

Major Responsibilities

• Accurately and completely process orders from customers, sales representatives or dealers for both finished goods and parts.
• Verify pricing and discounting conditions of sales, customer's identity and location, shipping instructions, etc. to ensure data accuracy.
• Collaborate with and gather information from other departments to obtain information that will improve customer experience, i.e., Production Planning, Sales, Credit, Logistics, Finance, and Customer Support teams.
• Proactively review orders and inventory to better align both.
• Assist in knowledge transfer to Tier I team members.
• Process credit card orders and rebates.
• Analyze incoming order volume (EDI, Portal, Manual Entry, etc.) and proactively address potential order flow issues to optimize customer experience.
• Act as SAP Super User within functional area as assigned.
• Produce training documentation and process flows for designated workstreams.
• Transact moderately complex credit memos, return requests, no charge parts, and incorrect billing exchanges.
• Work cross functionally with teams to find resolutions for the customer.
• Prioritize and ensure steady workflows for all assigned distribution channels.
• Triage email inboxes for department.
• Provide excellent customer service over the phone and via email communication as required for Tier I escalations and complex customer inquiries.
• Effectively de-escalate customer issues and complaints.
• Assist with assigned Order to Cash queues as needed.
• Other tasks as assigned.

Education

Bachelors degree in commerce, Business Administration, Supply Chain, Operations Management, International Business Finance, Economics, or related field required. MBA or relevant postgraduate qualification preferred.

Work Experience

Typically, 2-5 years of Order-to-Cash Operations, Order Management, Customer Support, Post-Sales Support, or related business experience. Equivalent demonstrated capability, relevant trainee experience, ERP exposure, leadership potential and strong educational credentials may be considered based on business need.

Knowledge / Skills / Abilities

• Strong communication skills and experience working with global customers or stakeholders.
• Previous experience using SAP or equivalent ERP. SAP Super User experience preferred.
• Experience supporting US, global customers, manufacturing, shared services, GCC, or global business services preferred.
• Ability to manage a high volume of emails and transactions with ahigh level of attention to detail and accuracy
• Advanced verbal and written communication, listening, administrative, time management and organizational skills
• Ability to quickly evaluate a problem and provide effective solutions with a mutually beneficial outcome
• Demonstrated ability to function effectively in a fast-paced team environment, while also having the ability to work independently and deliver results;
• Excellent customer service skills
• Advanced verbal and written communication.
• Ability to investigate a situation objectively and utilize analytical skills to help identify root cause and corrective actions.
• Assertive, self-directed and motivated, as well as possessing a positive attitude.
• Experience creating training documentation, process flows, SOPs, or supporting process improvement initiatives preferred.
• Ability to work overtime or adjusted schedules during peak seasons, training, or business need.