Customer Support Officer

Atlas Copco Group; Maharashtra; On-site; INR 400,000 - 600,000; Full time

Job summary

Atlas Copco Group in Pune's Chakan office is seeking a proactive Customer Support Officer to support our global customer network. You will handle inquiries, coordinate with cross-functional teams, ensure timely order fulfillment, and drive high customer satisfaction through proactive communication.

You will work with SAP/ERP systems, My Quest and MS Office in a fast-paced environment, with 2-5 years of relevant experience.

Qualifications

• Bachelor's degree in supply chain management, business administration, commerce, engineering or related field.
• 2-5 years of experience in Customer Service, Order Management, Supply Chain, Procurement or related function.
• Experience with global customers and cross-functional teams is preferred.
• Working knowledge of SAP or similar ERP systems; proficiency in MS Excel, Word and SharePoint.

Responsibilities

• Serve as the first point of contact for customers via tickets, email, phone and chat.
• Manage customer inquiries and service requests in a professional and timely manner.
• Take full ownership of customer requests through to resolution and escalate when required.
• Coordinate with Planning, Procurement, Shipping, Warehouse, Inventory and Sourcing to ensure order fulfillment.
• Monitor orders and provide accurate status updates; manage open orders and backlogs.
• Train customer centers on ticket management processes and best practices.

Skills

Customer service

Cross-functional collaboration

Stakeholder management

Analytical skills

Ownership & accountability

Multi-tasking

Education

Bachelor's degree in supply chain management

Business Administration

Tools

SAP/ERP systems

My Quest

MS Excel

SharePoint

Job description

About the Role

We are seeking a proactive and customer-focused Customer Support Officer to support our global customer network. The role involves managing customer inquiries, coordinating with cross-functional teams, ensuring timely order fulfillment, and driving customer satisfaction.

Job Description

We are seeking a proactive and customer-focused Customer Support Officer to support our global customer network. The role involves managing customer inquiries, coordinating with cross-functional teams, ensuring timely order fulfillment, and driving customer satisfaction.

Customer Support & Relationship Management

• Serve as the first point of contact for customers via tickets, email, phone, and chat.
• Manage customer inquiries and service requests in a professional and timely manner.
• Take full ownership of customer requests through to resolution.
• Escalate complex issues to the appropriate internal teams when required.
• Ensure high levels of customer satisfaction through proactive communication and follow-up.
• Support customer centers across multiple countries within our global network.

Order Management & Supply Chain Coordination

• Monitor customer orders and provide accurate order status updates.
• Coordinate with Planning, Procurement, Shipping, Warehouse, Inventory, and Sourcing teams to ensure order fulfillment.
• Analyze customer orders and maintain an accurate open order book.
• Manage backorders and drive actions to minimize aging and delays.

Be the single point of contact for export orders, from order booking till shipment.

Planning & Procurement Support

• Plan and procure certain parts and product categories.
• Coordinate material availability with supplier, sourcing and planning teams.
• Support inventory management and supply continuity.

Training & Continuous Improvement

• Train customer centers on ticket management processes and best practices.
• Participate in regular meetings with customer centers to align expectations and priorities.
• Identify process improvement opportunities through ticket analysis and customer feedback.
• Promote knowledge sharing and best practices across the organization.

Your Skills And Experience

Education

• Bachelor's degree in supply chain management, Business Administration, Commerce, Engineering, or a related field.

Experience

• 2-5 years of experience in Customer Service, Order Management, Supply Chain, Procurement, or a related function.
• Experience working with global customers and cross-functional teams is preferred.

Technical Skills

• Working knowledge of SAP or similar ERP systems.
• Experience with customer service and ticket management tools (My Quest).
• Proficiency in Microsoft Excel, Word, and SharePoint.
• Strong analytical and reporting capabilities.

Key Competencies

• Customer-centric mindset.
• Excellent communication and stakeholder management skills.
• Strong problem-solving and decision-making abilities.
• High level of ownership, accountability, and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Collaborative team player with a continuous improvement mindset.

We encourage you to apply even if you don't meet every single requirement. We value diverse experiences and perspectives and are excited to see what you bring to the role.

Your Compensation And Benefits

We offer compensation that reflects the skills, experience, and responsibilities of the role. Pay also depends on the country where the job role is based, as compensation practices vary across our markets.

During the recruitment process, we share clear information about the pay and benefits for your location, so you know what to expect before moving forward.

Your location

This role requires you to work on-site at our office in Chakan, Pune.

Why it is great to work with us

Your career grows through your skills, your curiosity, and the people you work with. You join a global network where we learn from each other and share knowledge openly. We focus on long-term development and encourage you to explore new ideas that help us move forward. Innovation is part of how we think and act – we test, improve, and use what we learn to create solutions that matter. You can make a meaningful impact by contributing with your insights and taking ownership of your work, supported by flexible ways of working and leaders who empower you.

Application process

Our selection process includes interviews and, for some roles, skills assessments that help us gain a deeper understanding of your profile.

We look forward to getting to know you, learning about your strengths, and discussing how you can grow with us.

For each hiring decision, we also apply the grandparent principle.

This means that a leader’s manager is involved in the approval of the hiring decision to ensure consistency and fairness.

If you have questions during the process or need support, please contact us:

Talent Acquisition: Mahesh Deshmukh

Uniting curious minds

Behind every innovative solution, there are people working together to transform the future. With careers sparked by initiative and lifelong learning, we unite curious minds, and you could be one of them.