Senior Customer Support Executive

About the role

We are seeking a Senior Customer Support Executive to join Seco’s Global Internal Support Team in Pune. In this position you will act as a second‑line contact for sales teams, internal stakeholders and customers worldwide, handling complex order, delivery, return and export‑market enquiries.

Key responsibilities

• Serve as the global point of contact for escalated order, claim‑return and sales‑return issues.
• Provide second‑line case‑management support using the internal knowledge base and ensure service‑level compliance.
• Maintain and amend orders in ERP M3, process cancellations, error corrections and coordinate deliveries with shipping providers.
• Process approved claims and sales returns in ERP M3 and hand over to logistics partners.
• Route export‑market enquiries to appropriate specialists, manage shipping documentation and trade certificates.
• Create and maintain accurate case records, troubleshoot complaints and identify practical solutions.

Required profile

• Proven experience in customer support or order management within a global environment.
• Strong analytical and problem‑solving abilities with attention to detail.
• Excellent communication skills to interact with internal teams and external customers across time zones.
• Ability to work in shifts and handle high‑volume, complex cases.

Required skills

• Hands‑on experience with ERP M3.
• Proficiency in CRM and case‑management tools.