Customer Service Executive

ROCKWOOL Group; Chennai District; On-site; INR 240,000 - 380,000; Full time

Job summary

ROCKWOOL Group in Chennai invites a detail-oriented order entry executive to process quotations and customer orders in SAP with accuracy and timeliness. You will coordinate delivery schedules, update customer records, and liaise with sales and logistics to ensure smooth order progression.

The role focuses on fast response to inquiries, minimizing errors, and supporting the Reliance project by aligning with related teams and following standard procedures.

Responsibilities

• Receives and verifies quotations/orders from sales and customers against purchase orders.
• Initiates actions for order changes and maintains order/customer information and delivery schedules.
• Delivers quality service to internal and external customers with timely responses and documentation.
• Works as part of the customer service team to improve methods, accuracy, efficiency, and responsiveness.
• Handles customer complaints per procedures and ensures corrective action within time frames.
• Coordinates with Line Manager to resolve shipment or delivery discrepancies per customer requirements.
• Manages customer escalations and provides reactive solutions after discussing with the line manager.
• Complies with Reliance documentation to avoid payment delays.
• Coordinates with other Reliance teams (procurement/accounts/site) for smooth operations.
• Interacts with colleagues to ensure smooth business flow.
• Performs any 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

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.