Customer Service Executive

Rockwool; Chennai District; On-site; INR 350,000 - 550,000; Full time

Job summary

Rockwool in Chennai requires an Order Entry professional to manage SAP-based order entry processes with accuracy. You will respond to customer requests, coordinate delivery schedules, and maintain order information to support seamless supply chain operations.

The role emphasizes delivering quality service to internal and external customers, handling complaints, and collaborating with multiple Reliance teams to ensure timely payments and smooth business flow.

Qualifications

• Handles order entry and customer interactions with accuracy.
• Maintains customer and order information and delivery schedules.
• Provides service quality to internal and external customers.

Responsibilities

• Receives, processes and verifies quotations/orders from sales/customers with purchase orders.
• Initiates actions for order changes and communicates with relevant departments.
• Ensures quality service and accurate documentation for customers.
• Contributes to process improvements within the customer service team.
• Handles customer complaints per procedures and ensures timely corrective actions.
• Co-ordinates with Line Manager to resolve shipment/delivery discrepancies.
• Manages customer escalations and provides reactive solutions after discussion with Line Manager.
• Complies with Reliance documentation to avoid payment delays.
• Collaborates with Reliance team (procurement/accounts/site) for smooth operations.
• Interacts with team members to ensure smooth business flow.
• Performs other duties as directed by managers.

Skills

Order entry

Customer service

Documentation

Coordination

Attention to detail

Tools

SAP

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 teams 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.