Customer Service Specialist

JOB SUMMARY :

As a Customer Service Specialist at UPL NA, you will act as a critical liaison between our customers and internal teams, delivering exceptional service and ensuring seamless execution of the order-to-delivery process. You will own customer interactions—managing orders, resolving issues with urgency, proactively communicating status updates, and driving solutions that strengthen relationships and support business success. This role demands precision, cross-functional collaboration, and a commitment to delivering a best-in-class customer experience.

JOB RESPONSIBILITES :

Serve as a trusted point of contact for customers—responding promptly and professionally to inquiries related to product availability, pricing, delivery schedules, and order details.

Accurately process and manage customer orders in SAP S / 4HANA, ensuring data integrity and on-time fulfillment.

Collaborate closely with Sales, Planning, Logistics, Regulatory, and Finance teams to ensure flawless execution from order placement through final delivery.

Follow up with warehouse partners to verify shipment execution and resolve any fulfillment delays.

Resolve delivery tracking inquiries with speed and accuracy to ensure customer satisfaction.

Monitor and manage open orders daily, prioritizing fulfillment based on customer requirements and product availability.

Provide proactive updates on order status, shipment delays, backorders, and delivery timelines to maintain transparency and manage expectations.

Identify and escalate orders exceeding forecast to the Supply Chain and Sales teams to proactively mitigate supply risks.

Cultivate in-depth product knowledge to confidently assist customers.

Analyze customer buying patterns and sales data to uncover insights and anticipate needs.

Process product returns and manage complaint resolution in alignment with company policy.

Execute product allocation in alignment with management directives, ensuring fair distribution and adherence to strategic priorities.

Support Finance to supply proof of delivery documentation when needed.

Support quarterly audits by partnering with Finance and Auditors to ensure compliance and accurate record-keeping.

REQUIRED EDUCATION AND EXPERIENCE

Proficient in Microsoft Excel, with the ability to manage and analyze complex data sets.

High school diploma or GED required; bachelor’s degree in business, communication, or a related field strongly preferred.

Minimum 4 years of experience in a high-volume Customer Service role; experience in the agriculture industry is highly desirable.

Prior experience with SAP S / 4HANA is preferred.

Proven ability to manage a high volume of transactions (100+ orders / day) with accuracy and efficiency.

Solid working knowledge of Microsoft 365 Office Suite, including Outlook, Word, and Teams.

Exceptional time management and multitasking abilities; able to thrive in a fast-paced, deadline-driven environment.

Highly organized, with a strong ability to prioritize competing tasks and maintain attention to detail under pressure.

Excellent verbal and written communication skills; able to represent the company professionally in all customer interactions.

Strong collaboration skills; thrive in a team-oriented environment.

Familiarity with agricultural terminology or industry practices is a plus but not required.

UPL COMPETENCIES : Adaptability

Resilience :

Recognizes and is open to changing circumstances and alters behavior and scales up as necessary; increases personal awareness and appreciation of individual and cultural differences to create an open, inclusive, and accepting workplace.

Entrepreneurial Mindset :

Has a creative mindset and ability to think holistically, takes calculated risks and maximizes opportunities.

Results Orientations :

Takes action, pursues goals with persistence and achieves results; communicates goals and vision to the team to drive enthusiasm and ambition.

Execution Excellence :

Enhances the speed of execution and builds efficiency in processes, systems and people; has sharp focus on quality-orientation.

Strategic Orientation

: Demonstrates knowledge of the social, economic, and environmental factors and how they impact the business. Identifies key issues that could impact the business and develops strategy through an analytical lens / design thinking.

Building Teams and Talent

: Empowers colleagues through knowledge sharing and delegation, quickly establishing rapport; provides recognition for achievements and accomplishments.

Customer Centricity

: Understands the customer needs and pain points, fulfills the needs and expectations by focusing on creating value for customers.