Job Description

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At Christie®, we create award-winning light technology solutions and services that help our partners and customers deliver unforgettable shared experiences. We’re a global group of passionate people at a company committed to leading-edge innovation, creating high-quality illumination products and solutions, and inspiring our customers and one another. We like to say we’re a global company with local roots. We work collaboratively to support our partners in every market and region we serve around the world.

About the opportunity:

We’re looking for a Customer Care Representative. The Customer Care Representative serves as a key liaison between internal and external customers in designated regions across the globe. This role is responsible for timely and accurate fulfillment of customer orders, including product sales, service contracts, returns, and sales credits while building and maintaining a comprehensive knowledge base to facilitate efficient handling of customer inquiries and requests. The role involves coordinating and facilitating smooth delivery and receipt, resolving issues, and managing returns and servicing.

Responsibilities:
• Enter orders (“orders” can refer to either sales orders, service contracts, or Sales RMA orders) on time, with accuracy and in a proactive manner. Confirm receipt and status of order to customer by sending order acknowledgement or Performa Invoice according to the SOP.
• Validate and issue Sales RMAs for product being returned for credit and ensure all pertinent documentation are linked and filed properly.
• Validate and execute distribution and/or sales credit claims and ensure all pertinent documentation is linked and filed appropriately. Claims include but are not limited to: Rebates, Dealer Margins, Price Adjustments/Corrections and/or Marketing.
• Communicate with customer by sending denial letters and clearly explaining reasons for claim denial.
• Provide proactive support to customer care team members, global departments as required expediting requirements for information and coordinating all efforts in the best interest of the customer.
• Evaluate each request, internal form, or customer correspondence that could lead to issues, and remedy before order is processed, i.e. part number incompatibility, unrealistic deadlines, invalid credit terms, and shipping terms.
• Manage orders regularly by reviewing and updating pending orders every 48 hours to ensure that orders are processed with urgency.
• Take ownership of orders that are in queue to ensure they move through the system from receipt to invoice with efficiency meeting service level agreements.
• Communicate proactively with all internal and external key stakeholders to ensure customer satisfaction.
• Be available to respond to both internal/external customers and utilize the escalation process to ensure customer satisfaction.
• Contribute to a positive work environment.
• Maintain up-to-date knowledge of all policies, procedures, and application of Customer Care programs related to order entry, warranty, and Sales RMA.
• Provide feedback and recommendations to enhance processes, ensuring the continuous improvement and success of Christie.
• Be proficient in the Order to Cash process, including order entry, invoicing, payment collection, and reconciliation, and logistics to ensure seamless and efficient operations.
• Redirect internal/external customers to appropriate teams and ensure assistance is provided in a timely manner.
• Serve as primary point of contact for designated sales region and/or territory.

Location: Bengaluru (Onsite)

What we’re offering
A competitive salary, vacation, health & dental benefits and employer-matched pension plan.

You’ll have opportunities to learn, grow, and collaborate with professionals on a global reach. Whether you’re working with the leading minds in the industry on high-profile projects, with internal teams to support continuous improvement, or with our customers to inspire and delight—your contributions will make a difference.

The experience and skills we value:
• BBA/MBA
• 3-5 years’ experience in relevant customer care position or equivalent within the AV industry or related field
• Experience in working on JD Edwards or other ERP systems
• Experience in collaborating with cross-functional teams and third-party service providers
• Proven track record of managing routine and standard customer service issues.

What will put you ahead:
• Communication Skills: Strong verbal and written communication including active listening, empathetic and customer-focused approach, with the ability to convey information clearly and calmly.
• Customer Service Orientation: Strong focus on customer satisfaction and service excellence.
• For Internal Use Only Job Description Form – Rev 05/2024 5
• Multi-tasking: Efficiently manage multiple responsibilities and prioritize tasks in a fast-paced environment.
• Computer Skills & Technical Proficiency (familiar with CRM system, and other relevant communication platforms, understanding requirement of tasks).
• Organizational Skills: Demonstrate the right level of urgency in the situation and attention to detail in managing workflows and customer interactions.
• Build trust and rapport with customers and colleagues through understanding and supportive engagement.
• Conflict Resolution: Effectively manage challenging situations involving customers or internal stakeholders, maintaining professionalism and service quality.
• Problem Solving: apply appropriate and effective solutions within standard business practices to achieve customer satisfaction.
• Adaptability & Flexibility: Respond well to changing priorities, and customer needs.
• Documentation skills: ability to maintain detailed and accurate records of service activities.
• Team Collaboration: Work cooperatively with team members and cross-functional departments to achieve shared goals.
• Networking Skills: Ability to effectively negotiate and communicate with customers.

Christie is an equal opportunity employer that does not unlawfully discriminate against any employee or applicant on the basis of race, ancestry, place of origin, color, ethnic origin, citizenship, religion, gender identity, gender expression, creed, sex, sexual orientation, age, record of offences, marital status, family status or disability.