Customer Service Executive

Purpose of the position:

To ensure seamless operational execution and commercial governance for Key Accounts and Institutional business by driving efficient order management, forecast alignment, service level optimization, and cross-functional coordination, thereby enabling the sales team to achieve revenue and profitability targets.

Experience: 4-8 years

1. Order Management & Coordination

• Receive and process customer orders in SAP
• Coordinate with the supply chain/plant for production availability, dispatch status, and delivery timelines.
• Track order discrepancies, shortages, or damages and initiate timely corrections.

2. Customer Interaction & Service Support

• Handle customer calls institutional buyers.
• Give updates on dispatch, production schedules, stock availability, and pricing.
• Support customers during peak demand or urgent requirement situations.
• Ensure all communication is professional, timely, and clear.

3. Complaint Management

• Log product quality complaints (e.g., Quality, Packaging issue).
• Coordinate with QA/QC and Sales Team for root-cause analysis.
• Arrange product replacement or credit note as per the company SOP.
• Follow up until issues are resolved and feedback is captured.

4. Documentation & Reporting

• Maintain accurate customer records (order history, overdue/outstanding, credit note issues).
• Prepare daily order reports, follow-up trackers, complaint registers, and delivery status updates.
• Support sales team with data for business reviews.

5. Customer Experience

• Conduct regular customer satisfaction calls to measure service quality.
• Share insights with the sales team to improve service and retention.

Required Skills & Competencies

Technical Skills

• Knowledge of order-to-delivery cycles in FMCG/Food Service.
• Intermediate MS Excel skills.

Soft Skills

• Strong communication and problem-solving skills.
• Patience while dealing with field sales teams and B2B customers.
• Fast learner, proactive, and process oriented.