Customer Service & Business Process Specialist

4113 Evonik India_4113; Thane; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Evonik India in Thane is seeking a Customer Service & Business Process Specialist to manage SAP-based O2C processes, ensuring timely order fulfillment and customer satisfaction. You will coordinate logistics, export/import doc flow, support credit management, and generate monthly MIS, contributing to operational excellence across CS and supply teams.

Graduate with 8–10 years of experience; chemical manufacturing experience preferred; SAP knowledge required; Power BI CUPSET+ and ECPW experience

Qualifications

• Graduate with 8–10 years in customer service, order management and logistics coordination.
• Experience in chemical manufacturing preferred.
• SAP knowledge required.

Responsibilities

• Manage end-to-end Order-to-Cash (O2C) in SAP and generate orders, invoices, returns.
• Coordinate with transporters and warehouse for timely deliveries.
• Handle import/export documents and HS Sales/CBW/LPW processes.
• Coordinate with overseas credit management on limits and collections.
• Generate monthly MIS reports on sales, inventory, receivables.

Skills

Customer service

Order management

Logistics coordination

Education

Graduate in any field

Tools

SAP (Any module)

Power BI CUPSET+

ECPW Import System

Job description

What we offer At Evonik, you're part of a global chemical company working in many sectors that go beyond chemistry. From lipids for tomorrow's medicines, biosurfactants for green detergents, additives for plastics recycling or membranes to help drive forward the energy transition, you'll play an essential part in helping the world's most essential industries succeed. Our success hinges on a diversity of ideas powered by people, not egos. Whether you're a scientist or engineer, new to the team or established, in business, production, or anything in between – we cheer each other on. Because we believe we can do anything. Explore everything. And Be Part of Something Special! Find out more about the many benefits we offer: https://www.evonik.com/en/careers/why.html Meet the team and get to know the people behind Evonik: https://www.evonik.com/en/news/meet-the-team.html

Job Title: Customer Service & Business Process Specialist Reporting To: Team Lead - Customer Service Work Location: Thane

Purpose of the Position: Responsible for managing SAP key user for CS team in India and handling complete Order-to-Cash (O2C) process for a specific business line. This role supports seamless interaction within CS team, cross functional teams with the company and external customers throughout the order lifecycle to ensure timely order fulfillment, inventory availability, customer satisfaction, and operational excellence while adhering to trade compliance guidelines.

Key Responsibilities

Customer Service & Order Management in SAP

Manage the end-to-end Order-to-Cash (O2C) process and ensure efficient order fulfillment and act as a backup for allocated colleagues as and when required. Process SAP transaction for generating commercial and sample sales orders, intercompany purchase requisition and purchase orders, invoices, debit notes, credit notes, return orders, and reports in SAP Close collaboration with customers, business managers and cross functional teams.

Logistics & Distribution Management

Coordinate with approved transporters, logistics providers, warehouse team to ensure smooth dispatches on day-to-day basis and timely deliveries of material to the customers. Coordinate import/export documentation and shipment execution with overseas offices and logistics teams. Manage documentation and execution of High Sea Sales (HSS), Customs Bonded Warehouse (CBW), Limited Purpose Warehouse (LPW), Stock and Sales (S&S), Bill To - Ship To (BTST) and export shipments.

Credit Management & Accounts Coordination

Coordinate with Overseas Credit Management teams on credit limits, blocked orders, and credit-risk-related matters and monitor accounts for receivables and outstanding customer balances through Collective application tool.

Reporting & MIS

Generate monthly MIS reports related to sales, inventory, customer service, logistics, and receivables. Compile and analyze business data from SAP, ERP systems, KPIs and management dashboards.

Compliance & Audit Support

Ensure compliance with trade regulations, company policies, and operating procedures and support during internal / external audits.

Business Process Role responsibilities

Ensure support for key user activities and handle CS transactional queries / errors related to daily operational O2C tasks. Gather concerns and requirements from CSR’s and provide feedback to the interfaces. Responsible for the global/regional implementation of Evonik improvement and automation initiatives, change requests, within the CS organization along with roll out of O2C projects. Coordinate and manage testing activities of new system releases and ensure knowledge transfer within the team.

Education & Experiences

Graduate in any field with minimum of 8-10 yrs of experience in customer service with customer fronting, order management and logistic co-ordination. Experience in Chemical manufacturing company is preferred

Technical Competencies

• SAP (Any module) is a must
• Power BI CUPSET+
• ECPW Import System