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