Support Representative

Company Name: Humanscale India Entity

Position Overview:

The Support Representative is the primary interface between Humanscale and our internal and external customers. The Support Representative is responsible for providing timely and accurate support in servicing Humanscale products on tasks, including (but not limited to) order entry, product return, warranty claim processing, issue resolution, and escalation of orders. A Support Representative is expected to identify process gaps, provide improvement ideas, and contribute to a positive team environment while adhering to Humanscale policies and established goals and metrics.

Responsibilities:

Support requests for booked and shipped and invoiced orders, including order changes and cancellations; escalations; delivery issues and product support for newly delivered shipments, heavy inbound phone responsibilities *eCommerce team only.

Support requests for various sales channels, which may include but not limited to, Commercial sales, Retail, and eCommerce

Maintain acceptable performance levels based on quarterly goals and comply with all Humanscale policies

Provide prompt and efficient service to Humanscale customers & team members including the appropriate escalation of issues

Possess a detailed understanding of pricing structures, products, warranty terms and all departmental processes and procedures

Collaborate with other departments to resolve customer issues

Demonstrate system expertise with order management systems to better serve customers

Maintain a positive and professional demeanour always portraying the company in a positive light and effectively managing sensitive issues

Contribute to a positive team environment

Must haves:

2-4 Years of Experience.

Worked in the Night shift: (06:30 pm to 3:30 am)

Location of position: Bangalore (Work from Office)

Working Days and Timing: Monday to Friday 06:30 pm to 3:30 am (US shift)

Qualification:

Proficient in the English language; bi-lingual Spanish a plus

High School diploma or equivalent required; bachelor's degree preferred

Demonstrated desire to expand skills into new areas

Business acumen in areas of customer service, e-commerce, retail, logistics or sales support is advantageous

Demonstrate effective, clear, and professional written and oral communication.

Quick learner and problem solver; able to seek out solutions autonomously

Able to decipher ambiguous situations and identify the proper path

Strong organization, prioritization and time management skills, with a high degree of flexibility and willingness to take on additional tasks as assigned by a supervisor or manager.

Proven ability to work cross-functionally to accomplish goals

Experience in the manufacturing industry is preferred

2-4 Years of Experience.