Customer Support Executive

Objective

To provide back-office support for customers and the sales team by managing customer communications, processing sales orders, coordinating order acknowledgements, handling quotation communication and follow-ups, and ensuring customer queries are directed to the appropriate person or department for timely response.

Working with a team of 3 women in Customer Support Department.

Role & responsibilities

1. Customer Communication

• Monitor and respond to customer emails, messages, and phone calls as required.
• Read, understand, and categorize customer emails and queries.
• Coordinate with the relevant sales, production, quality, design, or other departments to obtain responses to customer queries.
• Ensure that customer communications are acknowledged and followed up until closure.
• Maintain professional and timely communication with customers.

2. Sales Order Processing

• Receive and review customer Purchase Orders
• Print and process customer POs as per the companys order-processing procedure.
• Create and enter Sales Orders in the ERP system accurately.
• Coordinate internally for order verification and approval where required.
• Send Order Acknowledgements to customers once the Sales Order has been booked and approved.
• Maintain proper records of customer POs, Sales Orders, and related documentation.

3. Quotation Support

• Prepare and send quotation emails to customers based on prices given by CSD team.
• Follow up with customers on quotations sent.
• Coordinate with the relevant internal team when clarification or revision of a quotation is required.

4. Supplier & Artwork Coordination

• Send approved plate and die files to fixed suppliers via email.
• Ensure that the correct files and instructions are sent to the appropriate supplier.
• Follow up internally or with suppliers where required.

5. Coordination & Follow-Up

• Follow up with relevant departments on pending customer queries and requirements.
• Escalate important or delayed customer issues to the appropriate person.
• Maintain trackers and records for pending communications, quotations, orders, sample requests, and follow-ups.
• Support the sales and customer support process through accurate documentation and timely coordination.

6. General Responsibilities

• Ensure accuracy in all ERP entries, emails, quotations, and customer documentation.
• Maintain organized electronic and physical records where required.
• Follow company procedures and systems for order processing and customer communication.
• Perform other customer support, sales coordination, and back-office activities assigned by management.

Preferred candidate profile

• Female candidate preferred (full team is women only)
• Good written and verbal communication skills (English typing and reading)
• Strong ability to understand and interpret customer emails and requests.
• Comfortable with email, MS Excel, Word, and ERP software.
• High attention to detail, particularly while entering Sales Orders and customer information.
• Strong follow-up and coordination skills.
• Ability to prioritize multiple customer requests and pending tasks.
• Professional and customer-oriented approach.
• Experience in back-office sales support, customer service, order processing, or ERP operations will be preferred.

Perks and benefits

Transport service, PF, ESI, Bonus.