Customer Service Executive

Petronas Lubricants; Hyderabad, Bengaluru, Mumbai; Hybrid; INR 600,000 - 900,000; Full time

Job summary

Petronas Lubricants in Mumbai is seeking a Third Party OTC Specialist. You will manage orders in SAP, coordinate deliveries, and handle invoicing and payments to ensure SLA compliance. The role requires strong communication, attention to detail, and cross-functional collaboration with Sales, Finance, and Logistics.

The candidate will support credit control activities, resolve disputes, and drive improvements in order-to-cash processes while maintaining accurate records in SAP and CRM.

Qualifications

• Must have working knowledge of order management and OTC processes.
• Strong communication skills with internal teams and customers.

Responsibilities

• Process customer orders in SAP and ensure data accuracy.
• Serve as main point of contact for orders, deliveries, and pricing.
• Invoice orders in SAP and monitor payments to meet SLAs.
• Oversee OTC cycle from order to cash, including delivery and invoicing.
• Resolve order, shipment, or invoice discrepancies with internal teams.
• Coordinate with logistics and warehouses for timely deliveries.
• Maintain customer accounts and payment status in SAP/CRM.
• Collaborate with Sales, Finance, and Logistics to improve processes.
• Generate reports on SLA compliance and complaint resolution time.

Skills

Communication skills

Attention to detail

Problem solving

Tools

SAP

CRM

Job description

Location: Andheri (Mumbai)

Position: Third Party (Off Roll)

Role & responsibilities

• Order Management: Process customer orders in SAP, ensuring all details are accurate and comply with company policies.
• Customer Communication: Serve as the main contact for customer inquiries on orders, deliveries, and pricing. Manage customer interactions in SAP and CRM to resolve issues promptly via phone, email, and chat.
• Invoice & Payment Processing: Accurately invoice customer orders in SAP and monitor payments to ensure compliance with SLAs.
• OTC Process Support: Oversee the entire OTC cycle order processing, delivery scheduling, invoicing, and payment collection while aiming to reduce errors and improve service quality.
• Dispute Resolution: Resolve discrepancies related to orders, shipments, or invoices by working with internal teams, focusing on reducing complaint resolution time.
• Delivery Coordination: Collaborate with logistics and warehouse teams to ensure timely deliveries, tracking updates through SAP and CRM.
• Customer Account Management: Keep accurate records in SAP and CRM, including account information and payment status, to support seamless order processing.
• Credit Control: Work with finance to manage credit limits and follow up on overdue payments, ensuring efficient cash collection.
• Cross-functional Collaboration: Partner with Sales, Finance, and Logistics teams to enhance the OTC process, aiming to meet SLAs and improve NPS.
• Reporting & Analysis: Generate reports on key metrics like SLA Compliance and Complaint Resolution Time to drive improvements in customer service and operations.
• Continuous Improvement: Identify areas within the OTC process to enhance first contact resolution, reduce order and invoice errors, and boost customer satisfaction.

Preferred candidate profile

• SAP experience mandatory.
• Good Communication Skills