Overall Position Purpose
· Manage end-to-end customer interactions from order receipt to delivery completion.
· Ensure timely communication with customers regarding order status, dispatch schedules, delivery timelines, and issue resolution.
· Maintain high customer satisfaction through prompt response, effective coordination, and professional service support.
· Coordinate with Production, Planning, Stores, Logistics, Sales, and Quality teams to ensure smooth execution of customer orders ensuring accurate flow of information across departments.
· Maintain accurate records of customer orders, dispatches, communications, complaints, and service activities.
· Ensure proper documentation and adherence to company processes, audit requirements, and reporting standards.
· Prepare and maintain periodic MIS reports, order tracking data, and customer service performance records.
Competency Requirements
· Strong communication and interpersonal skills, customer-focused approach
· Problem-solving and conflict resolution skills
· Good coordination and follow-up ability
· Attention to detail and accuracy
· Ability to work under pressure and manage multiple priorities
· Good working skill in MS Office and ability to work in ERP systems
· Team collaboration and cross-functional coordination
· Time management and organizational skills
Responsibilities
· Handle customer inquiries between distributors across the region
· Process customer orders accurately and coordinate with production, logistics, and sales teams for timely fulfilment.
· Provide customers with updates on order status, dispatch schedules, and delivery timelines.
· Maintain customer records, order documentation, and communication logs.
· Coordinate with internal departments to resolve order, delivery, quality, or billing-related issues.
· Ensure adherence to company policies, service standards, and response timelines.
· Handle complaints and service requests promptly and professionally.
· Prepare periodic reports related to customer service activities, pending orders, complaints, and service performance.
· Carry out Customer Satisfaction Survey with Distributors.
· Monitor customer feedback and suggest process improvements for enhanced customer satisfaction.
· Maintain professional relationships with customers to ensure long-term business engagement.
Education Requirements
· Bachelor’s Degree in Business Administration, Commerce, Engineering, Supply Chain, or related field.
Experience Requirements
· 2–5 years of experience in customer service, order management, sales coordination, or client servicing preferably within a manufacturing or industrial environment.
· Experience in handling ERP platforms preferred.
Pay: ₹400,000.00 - ₹500,000.00 per year
Benefits:
- Commuter assistance
- Food provided
- Health insurance
- Provident Fund
Work Location: In person
