Position Summary:

nThis role provides customer service and commercial operations support from the Global Capability Centre (GCC) in India. It involves managing customer orders, supporting account management activities, maintaining accurate systems, and communicating effectively with customers and internal teams.

nSupporting a fast-paced manufacturing business, the role requires close collaboration with customers, as well as production and product design teams.

nThe focus is on delivering high-quality work, ensuring data accuracy, and continuously improving processes related to order management, product setup, and customer service.

nKey Responsibilities:

nCustomer Service and Order Management:

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- Process and manage customer orders accurately and on time.
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- Track orders and resolve issues to ensure on-time delivery.
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- Respond to customer enquiries and provide transparent, proactive updates.
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- Handle customer complaints and ensure they are resolved quickly.
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- Support delivery coordination, including pallets where required.
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nAccount Support and Coordination:

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- Maintain customer records, pricing, and account information.
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- Support sales activities, including lead follow-up and coordination.
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- Assist with payments, debt follow-up, and required approvals.
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- Work closely with internal teams to meet customer needs.
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nSystems, Data and Reporting:

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- Maintain accurate data across order and product systems.
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- Use systems including ERP, EDI, and eVisy where required.
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- Prepare basic reports on orders, service levels, and performance.
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- Identify and support improvements to systems and processes.
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nProduct and New Work Support:

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- Assist with new product setup, job workflows, and sample requests.
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- Maintain product specifications and product information.
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- Support tooling coordination and product setup.
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nStakeholder Engagement:

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- Communicate effectively with customers, suppliers, and internal teams.
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- Provide updates on orders, issues, and changes.
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- Build strong working relationships across teams.
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nKey Challenges:

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- Managing high volumes of orders while maintaining accuracy and service levels.
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- Coordinating across multiple stakeholders, time zones, and systems.
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- Ensuring data accuracy across complex systems and processes.
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- Responding to changing customer and business requirements.
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- Balancing operational delivery with continuous improvement initiatives.
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nKey Stakeholders:

nInternal to Visy:

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- Sales and Account Managers
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- Operations Teams
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- Finance Team
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- Product Design Teams
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nExternal to Visy:

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- Customers
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- Suppliers
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- Logistics and Service Providers
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nKey Requirements:

nExperience and Qualifications:

nMandatory:

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- 35 years' experience in B2B customer service, order management, or commercial operations.
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- Experience using ERP or order management systems.
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- Strong data accuracy and administration experience.
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- Experience working with cross-functional teams.
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nDesirable:

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- Experience working in a GCC or shared services environment.
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- Experience with EDI.
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nSkills:

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- Excellent communication skills (fluent in English).
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- Strong attention to detail and data accuracy.
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- Effective communication and stakeholder management skills.
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- Ability to manage multiple priorities and meet deadlines.
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- Sense of urgency and adaptability.
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- Problem-solving and analytical thinking.
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- Systems capability and process understanding.
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- Continuous improvement mindset.
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- Ability to work independently with limited supervision.
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📌 Customer Operations Specialist (Hyderabad)
🏢 Visy India
📍 Hyderabad