Customer Service Representative

Customer Service - Business to Business Agents

Shift Timings:

Australian/New Zealand shift, Mon to Friday, 5 Days working; Rotational Shifts and Week offs. Should be open to work on any shifts as per business and client requirements. Work as per TCS working policy.

Domain and Primary Requirement:

• Strong experience in customer service operations within manufacturing / supply chain environments
• Hands-on experience in end-to-end order management – order entry, validation, amendments, and fulfillment in SAP
• Proficiency in CRM tools for case management, customer communication, and SLA tracking
• Ability to manage customer inquiries, documentation requests, pricing coordination, and issue resolution
• Experience in handling credits, returns, and exception management with proper validation and audit documentation
• Strong understanding of manufacturing operations (production planning, stock availability, lead times, order delays, DIFOT tracking)
• Proven capability in cross-functional coordination with Sales, Production, Warehouse, Finance, and Quality teams § Excellent communication, problem-solving, and multitasking skills in a high-volume, fast-paced environment

Other Requirement:

• Strong customer focus with attention to detail and accuracy
• Ability to handle high-volume transactions and meet SLA timelines
• Good analytical and reporting skills (Excel proficiency)
• Knowledge of audit compliance and documentation standards
• Effective stakeholder management and escalation handling skills
• Understanding of manufacturing and supply chain processes (production planning, inventory, lead times, DIFOT)
• Ability to coordinate with production, warehouse, and logistics teams to ensure order fulfillment and issue resolution