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Customer Support Specialist

3 months ago

Other US Location CSafe Global Full time

CSafe is looking for a Customer Support Specialist to join our world-class global customer service team. This role is responsible for global customer base, but will be performed remotely from Maharashtra, India Standard Working schedule is Thursday through Tuesday from 02:30 am to 11:30 am ISTor 05:30 pm to 02:30 am IST You will be responsible for supporting the commercial team with product quotes and manufacture lead times, coordinating, and processing all incoming orders, and supporting with all external logistical requirements. You will be reporting directly to the Senior Director of APAC Operations - Passive.

CSafe offers the most comprehensive suite of thermal shipping solutions for pharmaceutical cold chain shipping needs around the world to ensure patients receive the medicines and treatments they need. In addition to key acquisitions, CSafe has operations in more than 70 locations worldwide to ensure product availability and continue to fulfil our founders' mission to provide patients around the world with access to viable, life-enhancing pharmaceuticals. With a "client-first" focus, deep industry expertise and commitment to innovation, CSafe continues to deliver industry-leading products provides an end-to-end portfolio including active and passive bulk air cargo, parcel, cell and gene and specialty last-mile use cases. Our team operates with curiosity, humility, accountability, and entrepreneurial spirit to deliver on our vision and mission.

Come join our growing industry and build your career with us

Key Responsibilities:

  • Processing purchase orders and leases, across CSafe's full product and service range.
  • Answering any incoming customer inquiries, using your in-depth knowledge of products, and utilizing all relative internal channels.
  • Liaising with all relevant internal departments regarding the management of inquiries, orders, and lease requests through to completion - providing a true end-to-end customer experience.
  • Take responsibility for the full resolution of assigned complaints and incidents - ensuring all relevant internal departments are engaged.
  • Ensuring personal performance meets or exceeds the published Key Performance Indicator (K.P.I) targets.
  • Completing trainings to ensure skills are in line with the job role requirements.
  • Work with customer service manager to ensure a world class customer service is being delivered and overall customer satisfaction is achieved.
  • Acknowledge and resolve customer complaints. Escalate to Customer Service Manager if necessary.
  • Perform other duties that are assigned by management to provide a seamless customer experience.

Knowledge, Skills & Abilities:

  • Excellent communicator verbal and written in English.
  • Proficient IT skills for system management and Office 365 based applications. Experience in using Sage X3 is a plus.
  • Excellent Time-Management Skills - Ability to consistently reprioritize workload as needed while meeting deadlines.
  • Strong prioritization skills.
  • Organizational skills: able to balance multiple priorities.
  • Ability to maintain a professional demeanour and excellent working relationships with internal and external customers in a fast-paced environment.
  • Strong team player.
  • Strong interpersonal skills.
  • Must possess analytical thinking and reasoning skills.
  • Must be thorough and exercise attention to detail.
  • Must be able to set and maintain schedules.

Education & Experience:

  • Bachelor's degree in any stream. MBA in sales & marketing will be added advantage.
  • Minimum 3 years of customer service experience preferably in a leasing / technical company.

Work Schedule:

  • Thursday to Tuesday 02:30 am to 11:30 am IST
  • Thursday to Tuesday 05:30 pm to 02:30 am IST
  • Weekly off is on Wednesday only.
  • The job requires working from home exclusively, with occasional visits to the local office in Panvel, Navi Mumbai, Maharashtra, as needed.

Why Join Us:

We offer an exciting and collaborative work environment with opportunities for growth and development. Here's what we provide:

  • Competitive salary and benefits.
  • Paid Time OFF (PTO) starting at 24 days & Paid Holidays
  • All statutory compliances as mandated by the Government of India and the Maharashtra State Government.
  • Employee Assistance Program
  • Travel Assistance Program
  • Tuition Reimbursement
  • Referral Program
  • Gym Membership Reimbursement
  • Cashless Mediclaim Facility
  • Ongoing training and professional development.