Responsibilities Handling customer sales requests and providing information to customers via e-mails phone Provide prompt effective and satisfactory responses to customer inquiries on Contracts order status and billing invoicing corrections Handling customer inquiries related to returns processing return requests ensuring adherence to return policies resolving customer issues and working towards customer satisfaction Coordinating the processing of credits and product replacement with the Internal team and Vendors Liaising and pursuing with End Clients Internal team Carriers and Vendors to address concerns and questions about Order fulfilment Shipment tracking and Refunds Coordinating with carrier team to obtain periodic status of the load pickup in transit delivery Updating ERP regarding customer details order details supplies pricing etc Follow-up on pending items with Logistics Supply chain team for order delivery status Track end to end status of order and share real time updates with the customer Own SLA KPI and ensure daily TAT and Accuracy targets are met Coordinating with shipping facilities to get the product shipped to the customer Coordinating with carrier team to obtain periodic status of the load pickup in transit delivery Order track and trace when shipped out of the shipping facility and share real time updates with the customer Communicating with the warehouse and forwarders and efficiently managing the delivery process to ensure return of goods to the final recipient Assist to hire groom and help new members to onboard Provide input for promotions and staff reviews Facilitate regular 1 on 1 meetings and direct goal development and progress Perform weekly trending-based coaching to manage team members performance Handle a Team of FTEs that are responsible for day-to-day quality assurance monitoring and coaching of the team Contact person for client and internal stakeholders for any customer relations related issues Provide technical guidance and share knowledge on processes and systems within the team in daily operations train new joiners Support and coordinate the team on daily processing operations workload allocation Manage the flow of day-to-day operation Respond to customer queries and concerns Qualifications we seek in you Minimum Qualifications Skills Bachelor s degree Excellent professional experience in Order Management Quoting and Contracting Or Customer Relations Industry Experience - Services or hi-tech industry Process Domain Experience o Order Management Entry Amendment o Quote to cash process and sales administration o Coordination with Logistics Supply chain teams o Pre-Sales Post-Sales Support Knowledge on Logistics Returns Allocations Material management Vendor and Carrier relationship management Contract Management Credit Debit Warehouse follow up Inbound Outbound Accrual Freight Report Consolidated reports for logistics Preferred Qualifications Skills Ability to learn quickly Diploma Post Graduation in International supply chain management Sourcing Management Excellent Communication skill and the ability to engage customers in significant discussions Oracle ServiceNow SAP knowledge and experience would be an added advantage Possess the following key behaviors Accountability Planning and Organization Teamwork Flexibility and Problem Solving Proficiency in coaching skills and with high level of confidentiality and professionalism