Technical Support Specialist/Customer Service at Collabera

About The Role

Duration : 6 months (high chances of extension)

Position summary

The Customer Care Associate is responsible for ensuring all customer needs and expectations are met. This position is critical to the growth of business for client and the individual filling this role must go above and beyond to help differentiate client from its competition.

Tasks and responsibilities

Respond to inbound customer calls and email regarding order inquiry as to ship dates, problems, order changes, repairs and RMA's. Communicate with other departments such as Technical Support, Logistics, Manufacturing, Regional Sales Managers, Product Managers, etc., to resolve customer issues
Web Ordering: Respond to customer questions; and identify opportunities for system / process enhancements
Understand SAP’s functionality and be able to maneuver through the system efficiently
Champion’s process improvements: looks for ways to improve CC processes and functionality, ensuring they are in line to fulfill customer expectations
Order Management expectations: manage orders throughout each day by working with Planners, Demand Management, and the Distribution Centers to make sure orders ship per customer requirements. Some of these tasks include:

o Managing offsite inventory
o Planning/managing orders required for production lines
o Placing purchase orders with suppliers
o Perform manual shipping/invoicing transactions within SAP
o Understanding and enforcing software license agreements as well as enforcing legal restrictions.
o Access & maintain Customer Portals for demand, forecast, order fulfillment and status for many of our Strategic OEM customers