Customer Support Specialist
Full Job Description
Customer Support Specialist - Maverick Technopack - Bengaluru
Maverick Technopack is seeking a dedicated Customer Support Specialist to join our team in Bengaluru. This role is crucial for ensuring smooth financial operations and excellent customer communication, particularly concerning billing, documentation, and payments. The ideal candidate will possess strong analytical skills, a thorough understanding of accounting principles, and proficiency in Tally ERP and GST compliance.
Key Responsibilities:
Invoicing & Documentation Management
Generate accurate Tax Invoices in accordance with GST regulations. Prepare essential financial documents including Proforma Invoices, Delivery Challans, and Credit/Debit Notes. Ensure timely processing of all billing documents and maintain organized digital and physical records.
ERP Operations (Tally)
Manage customer master data within Tally ERP. Accurately record sales entries, customer receipts, credit notes, and financial adjustments. Perform ledger reconciliations to identify and resolve discrepancies. Maintain up-to-date customer outstanding reports.
Customer Liaison & Order Coordination
Serve as the primary point of contact for customer inquiries regarding billing, dispatch, and documentation. Proactively follow up with customers for order confirmations and document approvals. Coordinate with the logistics team to provide dispatch status updates. Facilitate seamless communication between internal departments and external clients.
Payment Follow-Up & Receivables
Monitor and track outstanding customer payments. Conduct regular follow-ups via phone and email to ensure timely collections. Maintain an aging analysis report of receivables. Escalate overdue payments to management as necessary. Contribute to improving the overall cash flow cycle.
Data Analysis & Reporting
Prepare comprehensive weekly and monthly sales and collection reports. Analyze customer purchasing patterns and trends. Track Days Sales Outstanding (DSO). Assist management with Management Information System (MIS) reports. Identify and report on inefficiencies in billing, collections, and customer servicing processes.
Additional Contributions
Support the sales team with order processing and dispatch coordination. Ensure the accuracy and maintenance of the CRM/customer database. Monitor the efficiency of the order-to-cash cycle. Assist with audit-related documentation. Support price revisions and update system rates accordingly. Foster customer satisfaction and retention through proactive service. Identify opportunities for upselling or cross-selling. Ensure adherence to company Standard Operating Procedures (SOPs) and internal controls. Maintain the confidentiality of sensitive financial and customer data.
Required Skills and Qualifications:
- A Bachelor's degree in Commerce, Business, or Accounting is preferred.
- A minimum of 2 to 4 years of experience in Customer Support, Accounts, or Sales Coordination.
- Strong proficiency in Tally ERP and experience with GST invoicing procedures.
- A good foundational understanding of taxation principles.
- Advanced Excel skills, including VLOOKUP, Pivot Tables, and basic data analysis.
- Exceptional communication and persistent follow-up abilities.
- A detail-oriented and process-driven approach.
- Excellent organizational and multitasking capabilities.
Key Performance Indicators (KPIs):
- Invoice accuracy rate
- Reduction in payment cycle days (DSO)
- Outstanding collection efficiency percentage
- Customer response turnaround time
- Zero billing errors
- Monthly MIS reporting accuracy
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