Customer Support Representative

Customer Support Representative

Position overview: We are looking for a self-starter, highly-driven Customer Support Representative who will be handling day to day sales administrative topics, sales forecast and demand analysis, ensuring deliveries are timely addressed including coordination with internal team.

Main responsibilities:

• Prepare customer wise dispatch plan as per schedule required, punch sales order in system inline with planned dispatch.
• Monitoring plan vs actual dispatch, maintain dispatch plan on daily basis.
• Compiling customer forecast and sending it to the internal team.
• Coordinating and scheduling trucks for pickup and delivery of material (for customer pickup).
• Interaction with customer for dispatch related concerns.
• ASN update at customer portal, get the ASN updated from customer on portal.
• Respond to customer enquiries via phone, email, chat, or social media in a timely and professional manner.
• Resolve customer complaints effectively, ensuring customer satisfaction and retention.
• Provide accurate information about products, services, and company policies.
• Document customer interactions and maintain records for future records.
• Escalate complex issues to relevant teams when required.
• Follow up with customers to ensure issues are fully resolved.
• Meet individual and team performance targets (e.g. response time, resolution rate).
• Collaborate with internal teams to improve customer experience.
• Identify recurring issues and suggest process improvements.

Key competencies:

• Teamwork
• Responsibility
• Commitment to career
• Commercial awareness
• Decision making
• Communication
• Leadership
• Trustworthiness & Ethics
• Results orientation

Skills and qualifications: You will thrive working with us if you have the following:

• Diploma or Bachelor degree, if mechanical background with sales can be an added advantage.
• Clear communication practice & knowledge of hierarchical sales topics.
• Documentation and Data Entry Skills
• Must be proficient in MS Office
• Respect to internal personnel and external customer
• Ensure timely material delivery.
• Be accountable for the area of business assigned.
• Maintain records as required.
• Ensure any special instructions are noted and carried out.
• Ensure HR policies are followed with full compliance.
• Always act in a professional manner with respect that in line with Optimas's guidelines and be an example to others.
• Flexible to work in after hours in case of urgency.