Customer Service Executive

ROCKWOOL International A/S; Chennai District; On-site; INR 240,000 - 420,000; Full time

Job summary

ROCKWOOL Group is seeking an Order Entry Specialist in Chennai to manage order entry with accuracy, ensuring timely initiation of the full supply chain. You will handle order changes, coordinate delivery schedules, and maintain customer information in SAP to support on-time payments and project work with Reliance.

The role emphasizes accurate processing, strong communication with internal teams, and adherence to procedures to deliver excellent customer service.

Responsibilities

• Receives and verifies quotations/orders from sales with customer purchase orders.
• Initiates action for responses to order changes; maintains order info and delivery schedules.
• Ensures quality service to internal and external customers with timely responses and coordination.
• Participates as a member of the customer service team to improve methods and efficiency.
• Aims to improve accuracy and responsiveness of the customer service department.
• Handles customer complaints per procedures and ensures corrective actions on time.
• Coordinates with Line Manager to resolve shipment/delivery discrepancies per requirements.
• Manages customer escalations and provides reactive solutions after consulting the line manager.
• Complies with Reliance documentation to avoid payment delays.
• Coordinates with Reliance teams (procurement/accounts/site) for smooth operations.
• Interacts with team colleagues for smooth business operations.
• Performs other duties as directed by managers.

Job description

Job Purpose & Scope

To manage order entry on timely manner with complete accuracy as order entry is the initiating activity for the complete supply chain process. Initiates and implements corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction is maintained. Also need to short close the order or postpone the orders in SAP system for accuracy to Management. Also a major activity to work on Reliance project on the various aspects.

Key Result Areas

To respond to customer with order acknowledgement/confirmation after receipt of Purchase order and timely response with delivery date 3.

Key Responsibilities & Job Content

• Receives processes and verifies the accuracy of quotations/orders from sales/customers with customer purchase orders.
• Initiates required action for response to customer service requests for order changes, including the maintenance of order/customer information, delivery schedule and communicate to the appropriate personnel/departments.
• Ensures and provides quality service to both internal and external customers in terms of responses, documentation, co-ordinations feedbacks etc.
• Participates and provides expertise as a member of the customer service’s departmental team.
• The team's objective is to develop and recommend changes to existing methods and systems to increase the accuracy, efficiency and responsiveness of the customer service department as a whole.
• Handle customer complaints in accordance to standard procedures and ensure corrective action within the time frame set.
• Coordinate with Line Manager to resolve the discrepancies of shipments or deliveries to customers according to customers’ requirement.
• Manage customer escalations and provide reactive business solutions after discussing with the line manager.
• To comply with the Reliance documentations with no delays as it may lead to delay in payments.
• To get co-ordinated with other Reliance team (procurement/accounts/site) for smooth functioning of business.
• Also interact with other colleagues within team for smooth business.
• Any other business requirement directed by the managers.

About ROCKWOOL Group

At ROCKWOOL Group, we are committed to enriching the lives of everyone who experiences our products and services. We help our customers and communities tackle many of today’s biggest sustainability and development challenges, from energy consumption and noise pollution to fire resilience, water scarcity, and flooding. Our product range reflects the diversity of the world’s needs, while supporting our stakeholders in reducing their own carbon footprint. Stone wool is a fully recyclable, versatile material that forms the basis of all our businesses. With ~11,800 dedicated colleagues in 37 countries and sales in more than 120, we are the world leader in stone wool products, from building insulation to acoustic ceilings, external cladding systems to horticultural solutions, customised stone wool insulation components for other manufacturers’ products and systems (OEM), to insulation for the process industry and marine & offshore.