CSO- Customer Support Officer

Your role

-    To be responsible for the execution of regional strategy pertaining to CTS
-    Process and audit orders for accuracy from customers via C4C, CPQ, & One Portal/Shop online - enter SAP.
-    Process credits / returns, issue RMAs, and post ship billings.
-    Coordinate shipment issues with the warehouse and channel partners.
-    Respond to customer inquiries such as delivery dates, pricing, shipment tracking, product specifications and performance, competitor crossover, and providing overall assistance necessary to ensure customer satisfaction.
-    Actively engage in planned prospecting activities geared at increasing the customer base, and continually increase market share.
-    Provide feedback on channel partner / customer reaction to management.
-    Work closely with the IMA & CX team and sales team to identify target customer profiles and work to identify targets, engage to drive demand, and enhance pipeline activity to support the company’s overall growth objectives.
-    Utilize C4C /CPQ software to track and measure all sales activity.
-    Identify discrepancies within channel partner classifications for discounts as well as pricing.
-    Propose suggestions to improve the efficiency of and environment in the Customer Care Department.
-    Other Duties as Assigned as per CSO Process Document.
-    S2M orders booking and execution with close monitoring. 
-    Monitoring of dealer’s credit limit and overdue with a proper collection plan.
-    Sales invoices submission on customers portal and sharing the information from order booking to collection.

Customer Relationship
-    Collect customer feedback on service (direct, indirect, and dealers)
-    Analyse escalated customer-related problems and work with service to resolve them.
-    Analyse factors causing dissatisfaction among customers.
-    Review measures and take corrective action in coordination with Zonal Manager/ reporting manager.
-    Seek support where required to enhance Customer Satisfaction IN ORDER TO enhance customer satisfaction.
-    Maintain regular contact with all customers.
-    Liaise with colleagues handling field Aftermarket sales to coordinate activities where appropriate and ensure that sales are obtained, and a high level of customer satisfaction is maintained.
-    NPS follow-ups 
Receivables 
-    Receive data on collections and dealers/ customer statements of accounts.
-    Follow-up with customers on outstanding/ invoices on service products
-    Ensure follow-up with dealers for collections IN ORDER TO maintain cash flow in the company and minimize outstanding.
-    Ensure to follow the instructed payment terms and pre-approvals for all other commercial terms & conditions.
-    Ensure timely collection payments from customers to control receivables.
Compliance with Corporate Guidelines
-    Follow in letter and spirit the Atlas Copco Vision, Mission, and core values.
-    Talent framework competencies
-    Comply with the Atlas Copco Business Code of Conduct
-    Comply with the policies and procedures communicated from time to time.
-    Perform any other tasks given by supervisor from time to time IN ORDER TO enrich the Corporate Culture

To succeed, you will need

Knowledge and Educational requirements:
-    Be willing to develop yourself by learning new skills and increasing your knowledge of our products, systems and the company’s market and operation.
-    Ability to cope with large sums of information and to create, in partnership with a multi-layered organization, well-defined plans, which will be easily communicated and implemented.
-    Strong verbal and written communication skills in English, with the ability to deliver messages to stakeholders at any level inside and outside of the organization.
-    Must have a solid comprehensive of the compressor technique business, with proven sales and marketing experience in the compressor industry.
-    Must enjoy communicating with channel partners and customers via phone and email.
-    Effective capability with a laptop computer MS Office software (Word, Excel, MS Teams)
-    Self-starter with the ability to work independently, as well as a valuable member of a team.
Experience Requirements:
-    Minimum 3 to 4 years' experience in CTS sales/operations or relevant experience in CTS products 
-    Degree /Diploma in Engineering or relevant experience with graduation.
Personality requirements:
-    Firm believer that there is always a better way of doing things.
-    Resourceful/ Enthusiastic/ Open-minded.
-    Result Oriented.
-    Customer oriented

In return, we offer

• Culture of trust and accountability
• Lifelong learning and career growth
• Innovation powered by people
• Comprehensive compensation and benefits
• Health and well-being

Job location

On-Site
This role requires you to work on-site at our office in Ahemdabad, India. You will be part of a dynamic team and enjoy the benefits of face-to-face collaboration.