Hybrid Customer Service Representative

at Shure Incorporated

• Job title: Customer Service Representative
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Bangalore, India

About the role

• Customer Service Representative providing service support and order management for partners in India and Southeast Asia Pacific regions. Collaborating cross-functionally with Logistics, Supply Planning, Finance, and Sales for efficient operations.

Responsibilities

• Interacts with customers including sales representatives, distribution centers, resellers, integrators, and end users for a variety of pre-sales and post-sales service functions.
• Processes, edits, and expedites customer orders in SAP S/4HANA, ensuring accuracy and completeness.
• Checks order status, pricing, delivery dates, product availability, and backorder situations; provides proactive updates.
• Creates and processes Return Authorizations (RMA) and coordinates internally until resolution.
• Processes requests for invoice adjustments, credit/debit notes, and billing clarifications.
• Handles entry-level product inquiries and routes technical issues to appropriate teams.
• Maintains direct and structured communication with customers before and after order fulfillment.
• Coordinates issuance of COO, certification documents, and regulatory documents required for India/SEAP customs clearance.
• Works with Logistics and Supply Chain to ensure timely document delivery.
• Ensures correct documentation is attached prior to shipment and identifies gaps proactively.
• Supports Sales teams by maintaining strong customer relations that positively influence service outcomes.
• Coordinates with Logistics, Supply Planning, Warehouse, and Finance to resolve delivery delays, shipment holds, order blocks, invoicing errors, or system discrepancies.
• Escalates issues appropriately while retaining ownership until closure.
• Responds to customer inquiries regarding delivery updates, shipment delays, RMA status, backorders, and order schedules.
• Expedites time-sensitive requests and serves as point-of-contact for support needs.
• Maintains a professional, solutions-oriented tone even under pressure.
• Supports India & Southeast Asia Pacific partners through clear timelines, tracking, and proactive updates.

Requirements

• Graduate/Postgraduate with minimum 4 years’ experience in customer service or order management.
• Strong SAP experience (preferably S/4HANA).
• Familiarity with Salesforce or similar CRM.
• Strong communication skills in English.
• High attention to detail, strong follow-through, and good problem-solving.
• Ability to work independently with minimal supervision.
• Proficiency in MS Office 365 Suite with specific strength in Excel.
• Comfortable supporting multi-market operations and adjusting work hours occasionally for alignment.

Benefits

• Flexible work arrangements
• Professional development opportunities