Customer Service Executive

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

Job summary

rockwoolgroup seeks an Order Entry professional in Chennai to manage order entries and ensure accuracy as the starting step of the supply chain. You will initiate corrective actions and collaborate with procurement, accounts and site teams to maintain timely deliveries.

Responsibilities include processing quotations, updating customer and shipment data, and addressing order changes while maintaining high service quality and timely responses to customers.

Qualifications

• Receives, processes and verifies quotations/orders from sales/customers with customer purchase orders.
• Responds to customer service requests for order changes and communicates delivery details.

Responsibilities

• Receives, processes and verifies quotations/orders from sales/customers with customer purchase orders.
• Initiates action for responses to customer service requests for order changes and maintains order information.
• Ensures quality service to internal and external customers in terms of responses and documentation.
• Participates as a team member to improve methods and systems for accuracy and efficiency.
• Handles customer complaints per procedures and ensures timely corrective action.
• Coordinates with Line Manager to resolve shipment/delivery discrepancies and escalates as needed.
• Complies with Reliance documentation to avoid payment delays.
• Collaborates with Reliance teams for smooth business operations.
• Performs any other duties as directed by management.

Skills

Order entry

Customer service

SAP

Documentation

Communication

Co-ordination

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 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.