Customer Care Team Leader overseeing customer care team at Volton, leading development and performance management initiatives. Focused on process improvements in customer service delivery.
About the role
- Customer Service Representative providing service support and order management for partners in India and Southeast Asia Pacific regions. Collaborating cross-functionally with Logistics, Supply Planning, Finance, and Sales for efficient operations.
Responsibilities
- Interacts with customers including sales representatives, distribution centers, resellers, integrators, and end users for a variety of pre-sales and post-sales service functions.
- Processes, edits, and expedites customer orders in SAP S/4HANA, ensuring accuracy and completeness.
- Checks order status, pricing, delivery dates, product availability, and backorder situations; provides proactive updates.
- Creates and processes Return Authorizations (RMA) and coordinates internally until resolution.
- Processes requests for invoice adjustments, credit/debit notes, and billing clarifications.
- Handles entry-level product inquiries and routes technical issues to appropriate teams.
- Maintains direct and structured communication with customers before and after order fulfillment.
- Coordinates issuance of COO, certification documents, and regulatory documents required for India/SEAP customs clearance.
- Works with Logistics and Supply Chain to ensure timely document delivery.
- Ensures correct documentation is attached prior to shipment and identifies gaps proactively.
- Supports Sales teams by maintaining strong customer relations that positively influence service outcomes.
- Coordinates with Logistics, Supply Planning, Warehouse, and Finance to resolve delivery delays, shipment holds, order blocks, invoicing errors, or system discrepancies.
- Escalates issues appropriately while retaining ownership until closure.
- Responds to customer inquiries regarding delivery updates, shipment delays, RMA status, backorders, and order schedules.
- Expedites time-sensitive requests and serves as point-of-contact for support needs.
- Maintains a professional, solutions-oriented tone even under pressure.
- Supports India & Southeast Asia Pacific partners through clear timelines, tracking, and proactive updates.
Requirements
- Graduate/Postgraduate with minimum 4 years’ experience in customer service or order management.
- Strong SAP experience (preferably S/4HANA).
- Familiarity with Salesforce or similar CRM.
- Strong communication skills in English.
- High attention to detail, strong follow-through, and good problem-solving.
- Ability to work independently with minimal supervision.
- Proficiency in MS Office 365 Suite with specific strength in Excel.
- Comfortable supporting multi-market operations and adjusting work hours occasionally for alignment.
Benefits
- Flexible work arrangements
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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