Customer Service Specialist

JOB SUMMARY : As a Customer Service Specialist at UPL NA, you will act as a critical liaison between our customers and internal teams, delivering exceptional service and ensuring seamless execution of the order-to-delivery process. You will own customer interactions—managing orders, resolving issues with urgency, proactively communicating status updates, and driving solutions that strengthen relationships and support business success. This role demands precision, cross-functional collaboration, and a commitment to delivering a best-in-class customer experience.

All potential candidates should read through the following details of this job with care before making an application.

JOB RESPONSIBILITES :

• Serve as a trusted point of contact for customers—responding promptly and professionally to inquiries related to product availability, pricing, delivery schedules, and order details.
• Accurately process and manage customer orders in SAP S / 4HANA, ensuring data integrity and on-time fulfillment.
• Collaborate closely with Sales, Planning, Logistics, Regulatory, and Finance teams to ensure flawless execution from order placement through final delivery.
• Follow up with warehouse partners to verify shipment execution and resolve any fulfillment delays.
• Resolve delivery tracking inquiries with speed and accuracy to ensure customer satisfaction.
• Monitor and manage open orders daily, prioritizing fulfillment based on customer requirements and product availability.
• Provide proactive updates on order status, shipment delays, backorders, and delivery timelines to maintain transparency and manage expectations.
• Identify and escalate orders exceeding forecast to the Supply Chain and Sales teams to proactively mitigate supply risks.
• Cultivate in-depth product knowledge to confidently assist customers.
• Analyze customer buying patterns and sales data to uncover insights and anticipate needs.
• Process product returns and manage complaint resolution in alignment with company policy.
• Execute product allocation in alignment with management directives, ensuring fair distribution and adherence to strategic priorities.
• Support Finance to supply proof of delivery documentation when needed.
• Support quarterly audits by partnering with Finance and Auditors to ensure compliance and accurate record-keeping.

REQUIRED EDUCATION AND EXPERIENCE :

UPL COMPETENCIES :