Buyer CX- Offroll

Grasim Industries; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Grasim Industries is hiring for a Customer Onboarding & Order Management role in Bengaluru. You will manage end-to-end order processing, onboard customers, review onboarding requirements, and coordinate with Sales, Operations, Logistics, Finance, and Support to ensure timely fulfillment.

You will guide buyers on using the website and self-service features, promote CSAT and NPS participation, track progress, maintain records, and escalate issues to resolve them promptly, ensuring a positive

Qualifications

• Strong communication and stakeholder management skills.
• Customer-centric mindset with excellent relationship-building abilities.
• Ability to coordinate across multiple teams and manage priorities effectively.
• Good problem-solving and follow-up skills.
• Proficiency in CRM systems, order management tools, and MS Office/Google Workspace.
• Experience in customer onboarding, order management, customer success, or operations is preferred.

Responsibilities

• Manage end-to-end order processing and onboarding processes.
• Review and approve customer onboarding requirements as per company guidelines.
• Coordinate with internal teams (Sales, Operations, Logistics, Finance, Customer Support, etc.) to ensure timely order fulfillment and issue resolution.
• Guide and educate buyers on effective use of the company website and self-service features.
• Promote customer engagement by encouraging participation in NPS and CSAT surveys.
• Track onboarding progress and maintain accurate records of customer interactions.
• Ensure a positive customer experience throughout the onboarding and order lifecycle.
• Escalate critical issues and follow up to ensure timely resolution.

Skills

Communication

Stakeholder management

Customer-centric mindset

Cross-functional coordination

Problem-solving

Onboarding experience

Tools

CRM systems

Order management tools

Microsoft Office/Google Workspace

Job description

Key Responsibilities

• Manage end-to-end order processing and onboarding processes.
• Review and approve customer onboarding requirements as per company guidelines.
• Coordinate with internal teams (Sales, Operations, Logistics, Finance, Customer Support, etc.) to ensure timely order fulfillment and issue resolution.
• Guide and educate buyers on effective use of the company website and self-service features.
• Promote customer engagement by encouraging participation in NPS (Net Promoter Score) and CSAT (Customer Satisfaction) surveys.
• Track onboarding progress and maintain accurate records of customer interactions.
• Ensure a positive customer experience throughout the onboarding and order lifecycle.
• Escalate critical issues and follow up to ensure timely resolution.

Required Skills & Qualifications

• Strong communication and stakeholder management skills.
• Customer-centric mindset with excellent relationship-building abilities.
• Ability to coordinate across multiple teams and manage priorities effectively.
• Good problem-solving and follow-up skills.
• Proficiency in CRM systems, order management tools, and Microsoft Office/Google Workspace.
• Experience in customer onboarding, order management, customer success, or operations is preferred.

Key Success Metrics

• Onboarding completion within defined timelines.
• Order execution accuracy and turnaround time.
• Customer satisfaction (CSAT) scores.
• NPS survey participation and feedback quality.
• Effective coordination and issue resolution with internal stakeholders and buyers.Role & responsibilities

Preferred candidate profile