Associate

Mandatory Skills:
Customer Focus, Customer Service, Verbal Communication, Problem Solving, Teamwork, People Management, Managing Processes
Job Description:
? Up to 2 yrs. of experience in the BPO industry
? Preferable experience in Customer Service, Sales Order management in Retail/Consumer/Manufacturing domain
? Should be open to working in all shifts

Roles & Responsibilities:
Sales Order Management Operations including - Alerts & Exceptions, Incident and Problem Tickets, Reports & Manual Processes
? Action Sales Orders by following step by step processes documented in client provided SOPs
? Create incident tickets for Sales Orders that are not able to be actioned
? Manage and report on Sales Orders needing action until resolution
? 24/7/365 production monitoring
? 24/7/365 production support
? Update/respond to Pending Tender forms for system or transactional error in Sales Order to correct inventory variances that stores are unable to correct themselves
? Create, respond and validate incident and problem tickets based on processes documented in SOPs
Other requirements
? Responsible for completing login hours and adhering to break schedules. Manage progress of Sales Orders within committed time lines.
? Responsible for meeting all client metrics as per the SLA.
? Attend respective team meetings/huddles.
? To update oneself with changes in the process flow or in the company and/or floor policy
? Accept & incorporate regular feedback from the immediate supervisor based on performance & behavior.
? Ensure compliance to floor & company policies.
? Production of customer reporting using MS-office Suite (MS Word & MS Excel) if required.