Summary of the Position
The incumbent is responsible for receiving and processing customer quotes and orders daily for a wide product portfolio, including 3800+ Reference Standards and publication products. This role involves responding to international customer inquiries via email and phone, resolving problem orders, and assisting with complex order and fulfillment processes.
Roles and Responsibilities
- Respond to daily customer correspondence via telephone and email from international customers
- Provide order assistance and detailed product information
- Manage the full order cycle: from quote and order entry into ERP systems to fulfillment
- Create and send Pro-Forma invoices, quote prices, and advise customers on product availability
- Meet daily targets for orders, queries, and quotes as assigned by Customer Service Leadership
- Coordinate with Distribution for product movement and shipments
- Investigate and resolve complex customer complaints regarding order fulfillment (e.g., claims, lost/damaged shipments, back-orders)




- Handle quotes/orders with special importing requirements
- Build sustainable relationships through open and interactive communication
- Maintain professionalism, empathy, and positivity in all customer interactions
- Document customer feedback and complaints using the Oracle ERP system
- Identify and escalate trends affecting the customer experience
- Participate in handover sessions for next shift colleagues
- Maintain up-to-date knowledge of company products and services
- Contribute to creation of Customer Service training documentation
- Support User Acceptance Testing (UAT) for recent system features or changes
- Assist management with various projects and initiatives
- Support customers with Webstore registration and related queries
- Translate and review customer-facing documents as needed
- Perform other related duties as assigned

Basic Qualifications
- Bachelor's degree in Science, Arts, Commerce, or a related field
- Minimum of 3

📌 Customer Service Representative (Bengaluru)
🏢 Align Technology
📍 Bengaluru