Customer support

Job description

**Role & responsibilities** Customer Support is a sub-process of Global Customer Delight process at Galaxy, which is responsible for servicing / fulfilling timely delivery of product to our customers as per the requirement. This profile would involve end to end responsibility of customer order management, by ensuring customer being timely provided with products/documents or information. - Create master data related to shipment/customer requirements in SAP - Sharing order Acknowledgement/ Order confirmation to customer through Salesforce/ SAP. - Hygiene related to sales orders in SAP. - Case hygiene in Salesforce to track orders & communication. - Sharing shipment documents & tracking of sailed shipment information with customers as per the stipulated timelines. - Sharing Order Status Report with customers on periodic basis and seeking forecast. - Monitoring actual order position vis--vis S&OP. - Coordinating with Business Creation, Business Operation, RMU & Commercial for queries related to customer order processing. - Coordinating with Demand planning, supply planning, logistic teams for queries related customer order execution. - Having periodic calls with customers regarding the service levels, order position & further requirement. - Basic understanding on the domestic/ export documentation (Road, Air & Sea) & understanding of country specific requirements. - Understanding different certification, FTA, forms required by customer/ business. - Basic of OTIF & sharing monthly MIS. - Preparation of Sales order (In SAP ERP) & updating it in salesforce (CRM portal). - Preparation of Sales order (In SAP ERP) & updating it in salesforce (CRM portal).