Title : Service Support Representative II
Location : Bangalore, India
The Service Support Representative is responsible for providing service excellence to customers by processing orders, quotes, inquiries and assisting with all other customer needs, to provide optimal customer experience, and supporting customer service initiatives.
ACCOUNTABILITIES & ESSENTIAL FUNCTIONS
Assist the Sales Branches with performing stock checks and obtaining delivery information by utilizing on-line manufacturer databases and portals
Verify and expedite customer orders to ensure accuracy and secure on-time delivery by working directly with Corporate Product or direct manufacturer on-line systems and portals
Use customer specified portals to process, including but not limited to, open orders, invoices, expedite and reschedule reports by reviewing and verifying data to maintain accuracy resulting in low sales errors and high quality
Assist Sales Branch Product with entry of special pricing, including extensions and renewals utilizing manufacturer on-line portals
Verify and process order confirmation files by reviewing data and maintaining accuracy
Provide information to customer regarding order status by answering inquiries by email. Data provided by looking up the inquiries in Express.
Help resolve discrepant issues identified within the job function in an expeditious manner by researching the issue, determining appropriate resolution and by providing disposition for nonconforming product to the appropriate parties.
Provides optimal customer experience, exhibiting TTI’s values to each customer.
Effectively utilizes Microsoft Teams and Outlook to enhance video and written communication with both the Sales Branches and Customer.
Assisting with filling in IQ data from Part DI such as Leadtime, min / mult, etc.
Accurately processes various types of customer requests, including but not limited to orders, special handling, quotes, returns, catalogs, samples, product information, and information regarding TTI services.
Determines customer expectations and provides options to meet their needs.
Follows up with customers to ensure on going customer satisfaction.
Promotes and maintains high standards of quality and service excellence by following established policies and procedures
Processes work in a timely manner and meets daily productivity objectives; displays a sense of urgency while achieving quality and productivity goals
Monitors and ensures delivery date and product quality to meet customer requirements.
Understands and can correctly work with multiple currencies and other requirements with regard to processing international orders.
Effective time management and planning / organizing skills.
Self-motivated and results oriented.
Effective interaction with individuals and groups both inside and outside of the organization and works effectively as a team contributor on all assignments.
Maintains a high level of commitment to achieve goals.
Strong analytical, problem solving and negotiation skills, and analyzes the impact of decisions before execution.
Provides Chat support as required.
Regular attendance at work is an essential part of the job.
Adapts to changing situations and restructures tasks and priorities as changes occur within the business and organization.
Works well under the pressure of deadlines.
Supports and participates in the company's total quality and customer service expectations.
Other duties as assigned.
Exhibits the desire to provide excellent service, carry out correspondences in a professional and courteous manner, and interact directly with customers as needed.
Work Branch open order report and all expedites either directly with Corp or Supplier portals.
Work Customer open order and reschedule reports.
Support and conduct the QA process for the Level I
SKILLS & CERTIFICATIONS
Professional verbal and written communication including in a telephone environment.
Fluent reading and writing in English.
Ability to type data for long periods of time.
Proficient typing and math able to compute rate,ratios and percentages.
PC experience in a Microsoft Windows environment, proficient with internet, Microsoft Word, Excel, Outlook, and other software.
Ability to use, read, and interpret spreadsheets, printed reports, and a dual terminal screen.
Able and willing to use our telephone headsets.
EDUCATION AND EXPERIENCE
Requires any Bachelor's Degree.
2+ years customer service experience required. For internal candidates, experience can be a combination of internal and external experience.
Exhibits competencies and experience to perform at level II.
Category : Sales / Customer Service
This is a summary of the primary accountabilities and requirements for this position. The company reserves the right to modify or amend accountabilities and requirements at anytime at its sole discretion based on business needs.
Any part of this job description is subject to possible modification to reasonably accommodate individuals with disabilities.
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