CSA (Customer Service Associate) + SCM Executive

Job Title: CSA (Customer Service Associate) + SCM Executive

Key Responsibilities

• Customer Service Operations
• Manage internal and external customer communications related to order status, delivery updates, POD management, reporting, and query resolution.
• Act as the primary point of contact for customer order-related inquiries.
• Ensure timely resolution of customer concerns while maintaining high service levels.
• Coordinate with cross-functional teams to ensure seamless order fulfillment and customer satisfaction.
• Order Management Operations
• Create and manage manual sales orders in SAP based on customer requirements.
• Monitor customer-placed orders through E-Shop/E-commerce platforms.
• Update and release sales order blocks related to allocation, availability, and credit issues.
• Modify loading dates, delivery dates, and order details as required.
• Create manual invoices, debit notes, and credit notes in SAP.
• Perform daily checks on pricing discrepancies and update provisional pricing as required.
• Create and monitor customer complaints and claims within SAP.
• Supply Chain & Logistics Operations
• Track customer orders and shipments to ensure on-time delivery.
• Coordinate with logistics, warehouse, and planning teams for smooth order execution.
• Maintain customer master data in SAP MDG and support new customer creation.
• Update and maintain customer sales forecasts in SAP APO.
• Support reporting, analytics, and order tracking activities.
• Monitor delivery performance and escalate supply chain exceptions proactively.
• Assist in process improvement initiatives to enhance operational efficiency.

Requirements & Tech Stack

• Graduate in any discipline.
• Minimum 2 years of BPO experience.
• Experience in Order Management, Customer Service, Supply Chain, Logistics, or Sales Operations.
• Hands-on experience in SAP (Mandatory).
• Experience in Customer Service, Order Management, Supply Chain, or Logistics Operations.
• Ability to work across multiple systems and coordinate with diverse teams.
• MS Excel (Basic to Intermediate).
• MS Outlook and MS Office Applications.
• Reporting and Analytics.
• Order Tracking & POD Management.
• Customer Master Data Management.

Qualifications

• Comfortable with 5 Days WFO (Work From Office).
• Comfortable with Early Morning Shift (3:30 AM Login).
• Immediate joiners only.
• Strong stakeholder management and customer handling skills.
• Good analytical and problem-solving capabilities.
• Strong attention to detail and accuracy.
• Excellent verbal and written communication skills.
• Ability to multitask and thrive in a fast-paced environment.

Preferred Experience:

• Order-to-Cash (O2C) Operations.
• Customer Service & BPO Operations.
• Supply Chain / Logistics Coordination.
• Sales Order Processing.
• SAP SD, APO, and MDG Modules.
• Complaint and Claims Management.