Customer Support Executive

Role

The Customer Support plays a pivotal role in managing customer inquiries related to sales, incentives, and SAP system updates. This position ensures that all sales-related processes, including reporting, order management, and incentive reconciliation, are executed accurately in SAP, while providing excellent customer support. The role also involves collaborating closely with cross-functional teams, including Sales, Finance, and Commercial, to streamline processes and enhance customer satisfaction.

Responsibilities

•Sales Reporting & Data Management:

•Generate and manage daily sales reports, including GST, WHT, MRP, and Discount, ensuring accuracy and timely updates.

•Address customer queries related to sales returns, incentives, and other sales-related concerns.

•SAP Updates:

•Ensure that all discounts are updated in SAP according to issued quotations and that the system reflects the most accurate data

•Regularly monitor and analyze sales data, addressing any discrepancies in SAP related to customer orders.

•Credit vs. Sales Report: •Monitor and prepare the weekly report comparing credit and sales data to identify discrepancies and ensure alignment.

•Assist in compiling and delivering weekly reports on sales performance and customer satisfaction metrics.

•Black Line Reconciliation:

•Conduct monthly reconciliation for Black Line accounts, ensuring all transactions are accounted for accurately.

•Review and verify all credit notes on a monthly basis, ensuring they align with incentive structures and are properly documented in SAP.

•Sales Policies & Discounts:

•Oversee the issuance and distribution of sales policies to the sales team, ensuring that at least 70 policies are issued by the end of the year.

•Ensure the accurate integration of all sales policies, discounts, and rebates in SAP, with approval from the Commercial and Coordination teams

•Manage the updating of MRPs and discounts on more than 100 active SKUs in SAP, ensuring the system remains current and accurate.

•Program Management in SAP:

•Rebate Conditions Management

•Enter and update rebate agreements in SAP to facilitate accurate accrual calculations after receiving approvals.

•Ensure quarterly true-up accruals are performed based on the latest issued policies.

•Incentive Management:

•Ensure detailed tracking of incentives at the end of each policy cycle and reconcile all related transactions in SAP.

•Assist in the entry and reconciliation of credit notes in SAP, ensuring they align with approved incentive calculations.

•Reconciliation & Reporting:

•Perform regular reconciliation of credit notes and incentive working in SAP, ensuring that all figures match and are fully supported by proper documentation.