Customer Service - Europe

We are looking for a customer-focused professional with experience in Customer Service, Order Management, Delivery Management, Export Coordination, Customer Handling, and Stakeholder Management. The candidate will be responsible for managing customer requirements and ensuring smooth order-to-delivery operations for European customers.

Key Responsibilities:-

• Act as the single point of contact for customers and overseas counterparts for order and delivery-related requirements
• Handle customer queries and ensure timely responses and resolution
• Review dispatch planning and follow up on pending/on-hold shipments
• Coordinate with production, dispatch, planning, and other internal teams to ensure on-time delivery
• Coordinate new order receipts, order confirmation, and related documentation
• Verify customer and order details before dispatch
• Ensure timely preparation and submission of shipment and export documentation
• Follow up for pending documents, payments, and shipment-related requirements
• Monitor loading lists, shipment trackers, backorders, and delivery schedules
• Coordinate with production planning teams for critical sizes/items affecting deliveries
• Share weekly backorder, free stock, and shipment status with customers/desk managers
• Conduct regular calls with overseas counterparts and track action items
• Monitor On-Time Delivery (OTD) performance and identify reasons for delays
• Coordinate and track customer complaints and ensure timely resolution
• Review overdue and critical orders and coordinate production priorities
• Handle seasonal orders, special orders, pricing changes, and new customer/process requirements
• Ensure compliance with company policies, audit requirements, and SOX-related processes

Required Skills:-

• Strong English communication and customer handling skills
• Experience in handling offshore/international customers, preferably Europe
• Good knowledge of Order Management, Delivery Management, Export/Import processes and Supply Chain
• Strong stakeholder coordination and follow-up skills
• Good knowledge of MS Office and Excel
• Hands-on experience with VLOOKUP, Pivot Tables, Macros and MIS reporting
• Strong analytical and problem-solving skills