Customer Support Representative

Michelin; Pune District; On-site; INR 400,000 - 640,000; Full time

Job summary

Michelin in Pune, India, is looking for an Order Management professional to capture, record and commit customer orders according to needs and service levels, and to propose product alternatives when shortages occur. You will monitor execution, liaise with partners to ensure on-time delivery, alert customers to delays, and follow up with clear, proactive communication.

You will manage customer requests and claims, perform basic root-cause analysis, and identify opportunities to upsell and

Responsibilities

• Captures customers' orders & claims
• Analyzes and provides issue resolution or appropriate answer
• Contacts, follows up and closes the loop with customer
• Performs basic root cause analysis and implements corrective actions to eliminate reoccurrences
• Shares recurring problems with the relevant internal partner(s) in order to find solutions
• Seizes opportunity to up-sell and cross-sell in response to Customer orders, requests and portfolio management

Job description

Key Expected Achievements

Manage Order & delivery

• Captures, records and commits customer orders according to customer needs, agreement and defined service level
• Proposes product alternatives in case of phase-out or shortage
• If relevant, optimizes, plans and coordinates the delivery with customers and partners

Monitor Execution

• Handles customer orders portfolio and monitors execution
• Liaise with the relevant partners to ensure on-time deliveries and service commitment
• Proactively alerts customer in case of any event, delay or failure regarding the service commitment and engages in the search for a solution to the customer
• Informs and follows up with customers

Manage Request

• Captures customers requests & claims
• Analyses and provides issue resolution or appropriate answer
• Contacts, follows up and closes the loop with customer
• Performs basic root cause analysis and implements corrective actions to eliminate reoccurrences.
• Shares recurring problems with the relevant internal partner(s) in order to find solutions

Support sales

• Seizes opportunity to up-sell and cross-sell in response to Customer orders, requests and portfolio management