Assistant / Deputy Manager

Job Description

Display good communication skills in influencing and Leadership skills in delivering good partner and customer experience while interacting with the internal teams and customer.

Manages customer orders from inception to close; provides pricing and delivery information; enters orders into SAP, confirms orders and delivery dates and follows up on all customer orders and inquiries while adhering to standard operating procedures.

Generates invoice corrections, submits corrective action requests and processes return authorizations.

Maintain accurate customer records and update CRM systems with relevant information.

Support, collaborate effectively with multiple teams across the business and communicate with the customers efficiently to deliver consistently high levels of service.

Identify and escalate complex issues to appropriate departments while maintaining ownership until resolution.

Collaborate with various teams across the business in identifying and giving resolutions to support tickets raised.

Work independently and as part of the Customer Support team handling multiple projects simultaneously from start to finish

Provide efficient and effective service to customers, ensuring all internal KPI’s are monitored and met. And that the question of the customers is answered politely or expectations are managed.

Take full ownership and accountability of the customers, to ensure that their enquiry is fully answered or if appropriate escalated to the relevant department or partners

Champions continuous improvement to drive efficiency and productivity through recognizing areas of potential improvements to enable a more efficient way of working.

Correctly and systematically use all systems / tools and support provided by the organization according to the situations encountered in order to advise and service the customers.

Prior experience in customer service and sales

Ability to put yourself in the shoes of the customer and see the whole journey

SAP (or other ERP systems) and Salesforce experience a plus.

Shows the ability to liaise across a wide range of people and roles including management, partners and customers

Ability to trouble basic technical issues

When encouraged, I can think ‘outside of the box’ and courage to challenge the ‘norm’

Strong attention to detail

Strong written communication skills

Shows ability to work under pressure

Good track record in a fast- paced environment

Adapts to change and prepared to learn from others

Flexible and adaptable with a 'can do' attitude

9x5 work environment – Rotational shifts as per Geo served – US and EMEA

Passion for customer service & great listening skills.

Strong problem-solving skills

Excellent time management

Confident and articulate.

Results driven and self-motivated

Typing speed minimum 30 wpm

Qualifications

Bachelors or Master’s degree in Accounting, Commerce or Customer relationship management.

Strong understanding of accounting principles (GAAP / IFRS).

Proficiency in ERP systems (SAP, Oracle, NetSuite, or similar) and Microsoft Excel.

Excellent communication, negotiation, and stakeholder management skills.

Analytical mind-set with attention to accuracy and detail.

Ability to meet tight deadlines and handle high-volume transactions.

Exposure to shared services or multinational environments preferred