Customer Service Executive

Job Summary


Responsibilities

• Enter sales orders accurately and promptly in SAP and ensure timely order confirmation to customers.
• Manage customer orders, complaints, returns, and service requests including quality documents and other customer-specific requirements.
• Review order management activities in SAP/ERP and coordinate deliveries in line with customer due dates and lead time requirements.
• Create, update, and maintain customer master data in SAP.
• Proactively communicate order status, delivery updates, shortages, and delays to the sales team and customers through email or calls as required.
• Coordinate with internal teams such as Sales, SCM, Purchase, Warehouse, Quality, and Finance to ensure timely execution of customer orders.
• Prepare bi-weekly open order reports and review them with the sales team and customers to align deliveries with customer schedules.
• Escalate critical issues to the Team Lead, Manager, or Head of Department when guidance or intervention is required.
• Visit customers periodically to understand sales processes, customer requirements, and improvement areas for better service support.
• Proactively schedule and participate in meetings with sales teams to improve order execution and customer complaint handling.

Key Skills and Competencies

• Understanding of internal processes including Order-to-Cash and Procure-to-Pay cycles.
• Team collaboration and cross-functional coordination.
• Basic knowledge of SCM processes.
• Working knowledge of ERP/SAP.
• Basic Excel skills.
• Time management and adherence to deadlines.
• Clear written and verbal communication.

Experience


Qualifications and Education Requirements

• Graduate / Postgraduate; BE
• Languages: English and Hindi

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