Urgent Openings in Customer support - IIEPL ( Corp office - Chennai)

Role & responsibilities

• Handle customer enquiries through phone, email, and other communication channels.
• Receive, verify, and process customer purchase orders.
• Coordinate with Sales, Production, Planning, Warehouse, QA, QC, Finance, and Logistics for order fulfilment.
• Provide customers with order status, dispatch details, delivery schedules, and documentation.
• Maintain accurate customer master data and order records.
• Prepare and share quotations, order confirmations, invoices, delivery documents, and other required documents.
• Track pending orders and proactively communicate delays or changes to customers.
• Receive and coordinate customer complaints with the QA/QC and concerned departments.
• Maintain complaint records and ensure timely follow-up and closure.
• Coordinate product returns, replacements, shortages, damages, and other customer-related issues.
• Support sales teams with customer information, order status, reports, and follow-ups.
• Monitor OTIF (On-Time In-Full) delivery performance and escalate exceptions.
• Coordinate with logistics partners for timely shipment and delivery.
• Ensure customer communication is professional, accurate, and aligned with approved company procedures.
• Maintain confidentiality of customer, product, pricing, and company information.
• Follow applicable GMP, GDP, SOP, quality, and compliance requirements, wherever applicable.
• Prepare daily, weekly, and monthly customer service reports.

Preferred candidate profile

• Customer relationship management
• Strong communication and interpersonal skills
• Order and documentation management
• Problem-solving and follow-up skills
• Coordination with cross-functional teams
• Attention to detail
• Time management
• ERP/SAP knowledge
• Complaint-handling skills
• Understanding of pharma quality/compliance practices