Job Description

About the Role

We are seeking a proactive and customer-focused Customer Support Officer to support our global customer network. The role involves managing customer inquiries, coordinating with cross-functional teams, ensuring timely order fulfillment, and driving customer satisfaction.

Customer Support & Relationship Management

Serve as the first point of contact for customers via tickets, email, phone, and chat.
Manage customer inquiries and service requests in a qualified and timely manner.
Take full ownership of customer requests through to resolution.
Escalate complex issues to the appropriate internal teams when required.
Ensure high levels of customer satisfaction through proactive communication and follow-up.
Support customer centers across multiple countries within our global network.

Order Management & Supply Chain Coordination

Monitor customer orders and provide accurate order status updates.
Coordinate with Planning, Procurement, Shipping, Warehouse, Inventory, and Sourcing teams to ensure order fulfillment.




Analyze customer orders and maintain an accurate open order book.
Manage backorders and drive actions to minimize aging and delays.

Be the single point of contact for export orders, from order booking till shipment.

In Your Scope

Planning & Procurement Support

Plan and procure certain parts and product categories.
Coordinate material availability with supplier, sourcing and planning teams.
Support inventory management and supply continuity.

Training & Continuous Improvement

Train customer centers on ticket management processes and best practices.
Participate in regular meetings with customer centers to align expectations and priorities.
Identify process improvement opportunities through ticket analysis and customer feedback.
Promote knowledge sharing and best practices across the organization.

Your Skills And Experience

Education

Bachelor’s degree in supply chain management, Business Administration, Commerce, Engineer

📌 Customer Support Officer (Pune)
🏢 Atlas Copco Group
📍 Pune