Customer Service Executive

Roles and Responsibilities:

Create sales order in the system upon receipt of purchase order, proforma invoices, or sample requisition forms through email or hard copy.
Enter and update purchase order inputs in the order status tracker to prepare customer service reports and monitor delivery reliability.
Coordinate with sales team for creation of new customer/consignee codes and manage documentation such as drawings or TPI approvals.
Upload quotations in coordination with the sales team as per the purchase order price and conditions.
Circulate sales order details to the planning team and sales representatives.
Send order confirmations to customers after receiving production schedules from planning within stipulated updates.
Maintain regular communication with customers and internal teams for schedule optimisation and order status updates.
Prepare and circulate dispatch outward advice daily, based on confirmed delivery schedules.
Coordinate with Quality Control (QC) and Outbound logistics teams to ensure timely dispatch of materials and share dispatch confirmations with customers.
Handle customer queries related to purchase orders, deliveries, and dispatches, ensuring prompt and accurate resolution.
Prepare and maintain MIS reports for customer service activities including dispatch reliability, confirmed deliveries, order confirmation TAT, and ready-for-delivery status.
Support activities related to the Quality Management System (QMS) and ensure process adherence.
Coordinate with the Finance and Accounts Team for invoicing, credit notes, and payment related documentation whenever required.
Ensure accuracy and completeness of order-related documentation and records for audit readiness.
Continuously identify process improvement opportunities to enhance customer experience and operational efficiency.

Education

Qualification:

Graduate/Post Graduate in Commerce, Business Administration, or a related field.

Experience:

2-5 years of experience in customer service, sales coordination, or order management (preferably in a manufacturing or pharmaceutical setup).

Competencies and

Skills:

Strong interpersonal and communication skills
Strong coordination and follow-up skills.
Ability to handle multiple priorities with accuracy and attention to detail
Customer-centric approach with problem-solving attitude
Good understanding of sales order processing, dispatch documentation, and logistics workflows.
Knowledge of ISO/QMS processes will be an added advantage
Proficiency in SAP system, MS office (Excel, PowerPoint, and Power BI) for data management, and reporting.
Team player with the ability to collaborate across functions.