Customer Operations Specialist III-1

Generac; Ramban district; On-site; INR 450,000 - 750,000; Full time

Job summary

Generac is seeking an Order-to-Cash professional to accurately process customer orders for finished goods and parts, verify pricing and shipping details, and collaborate with multiple departments to enhance the customer experience.

You will manage high volumes of emails, support Tier I escalations, and contribute to training documentation and process improvements in a fast-paced environment.

Qualifications

• Bachelor’s degree required; MBA or postgraduate qualification preferred
• 2–5 years of Order-to-Cash operations, order management, customer support or related experience considered
• Experience with US/global customers, manufacturing, shared services or GCC is a plus
• Ability to manage high volume of emails and transactions with accuracy

Responsibilities

• Accurately process orders from customers, sales reps or dealers for finished goods and parts.
• Verify pricing, discounting, customer identity and shipping instructions for data accuracy.
• Collaborate with Production Planning, Sales, Credit, Logistics and Finance to improve customer experience.
• Review orders and inventory to better align supply and demand.
• Assist in creating training materials and process flows.
• Process credit card orders and rebates; handle credit memos and returns.
• Act as SAP Super User within the function as assigned.
• Provide excellent customer service via phone and email for Tier I escalations.
• De-escalate customer issues and coordinate cross-functional resolutions.

Skills

Communication

SAP experience

ERP knowledge

Attention to detail

Time management

Organizational skills

Customer service

Training documentation

Education

Bachelor’s degree in commerce, business administration, supply chain, operations management, international business finance, economics or related field

Tools

SAP

ERP

Job description

• 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

Bachelor’s 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.

Level of Independence

Works under the direction of the Team Lead, Supervisor, or Manager. Exercises judgment in problem-solving and exception handling within established guidelines and may mentor or train Level I team members.

Physical Requirements and Working Conditions

Office Environment (Includes Field Sales)

While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion, the incumbent may be required to stoop, bend, or reach above the shoulders. The employee must occasionally lift up to 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision, and the ability to adjust focus. Occasional travel. (If travel percentage is required beyond occasional or is a regular part of the job, include “Up to x% travel and valid Driver’s License required.”)

DISCLAIMER

All responsibilities and requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

This job description in no way states or implies that these are the only responsibilities to be performed by an employee occupying this job or position. Employees must follow any other job-related instructions and perform any other job-related duties requested by their leaders.