Top Skills:
RecruitmentCrmDevelopment ManagerCustomer ServiceOrder ProcessingCustomer SupportSalesContinuous ImprovementData QualityErpCase ManagementComplianceCrmCustomer ServiceCustomer SupportData QualityE-commerceErpInternal ControlKpisManagement SystemOrder ProcessingSaleSla
We are looking for a Global Internal Support Representative for the team in India. This is full time job at the office located in Koregaon Bhima with flexibility of one day work from home.
The main responsibility of the job is as follows:
Interfacing with Customers / Frontline Sales
- Point of contact for global [or specific countries] customers, handling emails, customer portal to collect requests, queries, inquiries, or complaints and either solve them or escalate through case management in case of unsolved customer inquiries.
- Handle contacts with frontline sales or customers related to transactional inquiries within the order-to-delivery process to collect needs and reroute accordingly.
- Work with Seco processes with ERP M3 system and all integrated systems and applications.
- In case of case escalation, communicate to 2 line support.
Order processing and order delivery.
- Handle order entry activities which are received through agreed channels.
- Monitor order progress and delivery information.
- Releasing the picklist for the manual hold or credit hold order lines as per the local legal requirement and internal controls.
- Collect complaints and reroute them to the relevant owner (frontline sales, 2 line Support,)
- Provide prompt response for inquiries or requests within the scope of contents available in ERP M3 system / CRM / other available databases.
- Actively work to increase e-commerce business by identifying opportunities and communicating same to 2 line Support.
- Secure data quality within the systems and adhere to internal control and compliance.
- Deliver on KPIs targets set to support the strategic direction.
Case Management
- Provide first-line basic customer support via our case management solutions and internal Knowledge database.
- Route higher level or outside of scope and/or knowledge to global network points of contact using the Case Management process.
- Actively use the CRM solution to work within the defined processes, manage customer relations capture leads, and turn them into opportunities when possible.
- Troubleshoots and resolves customer complaints for order to delivery process.
- Create cases within the case management system to keep records as tickets to customer queries, incidents, and requests and communicate them according to the processes within the company.
- Handling escalation of unresolved customer inquiries to proper function, 2 line support, or Frontline sales
- Follow up with customers on open cases according to SLA.
In addition, the employee may be assigned other duties within the area of their competence.
*Internal stakeholder / Export market- more engaged and customer-facing / Actual end customer Only transactional order processing, maintenance, and delivery.
Education Qualification: Diploma/Bachelors in any field
Experience: 2 - 6 years in a Customer Service environment.
Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Global Customer Support Representative
Sandvik Coromant
naukri
Pune
2-6 years Not Disclosed
Full time
30 April 2026
Top Skills:
RecruitmentCrmDevelopment ManagerCustomer ServiceOrder ProcessingCustomer SupportSalesContinuous ImprovementData QualityErpCase ManagementComplianceCrmCustomer ServiceCustomer SupportData QualityE-commerceErpInternal ControlKpisManagement SystemOrder ProcessingSaleSla
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Job Description
Download Resume We are looking for a Global Internal Support Representative for the team in India. This is full time job at the office located in Koregaon Bhima with flexibility of one day work from home.
The main responsibility of the job is as follows:
Interfacing with Customers / Frontline Sales
- Point of contact for global [or specific countries] customers, handling emails, customer portal to collect requests, queries, inquiries, or complaints and either solve them or escalate through case management in case of unsolved customer inquiries.
- Handle contacts with frontline sales or customers related to transactional inquiries within the order-to-delivery process to collect needs and reroute accordingly.
- Work with Seco processes with ERP M3 system and all integrated systems and applications.
- In case of case escalation, communicate to 2 line support.
Order processing and order delivery.
- Handle order entry activities which are received through agreed channels.
- Monitor order progress and delivery information.
- Releasing the picklist for the manual hold or credit hold order lines as per the local legal requirement and internal controls.
- Collect complaints and reroute them to the relevant owner (frontline sales, 2 line Support,)
- Provide prompt response for inquiries or requests within the scope of contents available in ERP M3 system / CRM / other available databases.
- Actively work to increase e-commerce business by identifying opportunities and communicating same to 2 line Support.
- Secure data quality within the systems and adhere to internal control and compliance.
- Deliver on KPIs targets set to support the strategic direction.
Case Management
- Provide first-line basic customer support via our case management solutions and internal Knowledge database.
- Route higher level or outside of scope and/or knowledge to global network points of contact using the Case Management process.
- Actively use the CRM solution to work within the defined processes, manage customer relations capture leads, and turn them into opportunities when possible.
- Troubleshoots and resolves customer complaints for order to delivery process.
- Create cases within the case management system to keep records as tickets to customer queries, incidents, and requests and communicate them according to the processes within the company.
- Handling escalation of unresolved customer inquiries to proper function, 2 line support, or Frontline sales
- Follow up with customers on open cases according to SLA.
In addition, the employee may be assigned other duties within the area of their competence.
*Internal stakeholder / Export market- more engaged and customer-facing / Actual end customer Only transactional order processing, maintenance, and delivery.
Education Qualification: Diploma/Bachelors in any field
Experience: 2 - 6 years in a Customer Service environment.
Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.