Customer Support Serve as the first point of contact for customer inquiries, phone, email, and online portals. Provide information on products, services, pricing, and order status. Address customer concerns promptly and professionally, escalating technical issues when needed.
Order Management Process purchase orders, quotes, and returns in the companys ERPCRM system. Track shipments and update customers on delivery schedules. Coordinate with logistics, production, and sales teams to ensure timely order fulfillment.
Technical Assistance (Non-Engineering Level) Support customers by explaining product specifications and basic troubleshooting steps. Work closely with engineers or technicians to relay customer technical issues accurately. Assist with warranty claims, parts replacement, and service requests.
Relationship Management Build and maintain strong customer relationships to encourage repeat business. Collect feedback and relay customer needs to management for product or service improvement. Follow up on service tickets, quotes, and pending requests.
Documentation & Reporting Maintain accurate records of customer interactions, transactions, and complaints. Generate weekly/monthly reports on customer service metrics, response time, satisfaction, etc. Assist with preparing customer-facing documents, manuals, product info sheets, warranty details.