Customer Service Executive

Würth Group; Maharashtra; On-site; INR 450,000 - 650,000; Full time

Job summary

Würth Group in Pune, India seeks a Customer Service Executive to ensure accurate and timely sales order processing and smooth coordination with customers and internal teams.

You will handle orders in SAP, manage inquiries, maintain master data, and support delivery planning while communicating proactively with sales and customers; English and Hindi language skills are required.

Qualifications

• 1–5 years of experience in customer service or order processing.
• Graduation or BE, with strong academic record.
• Proficient in English and Hindi.
• Working knowledge of SAP/ERP systems.
• Good Excel skills and data accuracy.

Responsibilities

• Enter sales orders accurately and promptly in SAP and ensure timely order confirmation to customers.
• Manage customer orders, complaints, returns, and service requests including quality documents and other customer-specific requirements.
• Review order management activities in SAP/ERP and coordinate deliveries in line with customer due dates and lead time requirements.
• Create, update, and maintain customer master data in SAP.
• Proactively communicate order status, delivery updates, shortages, and delays to the sales team and customers through email or calls as required.
• Coordinate with internal teams such as Sales, SCM, Purchase, Warehouse, Quality, and Finance to ensure timely execution of customer orders.
• Prepare bi-weekly open order reports and review them with the sales team and customers to align deliveries with customer schedules.
• Escalate critical issues to the Team Lead, Manager, or Head of Department when guidance or intervention is required.
• Visit customers periodically to understand sales processes, customer requirements, and improvement areas for better service support.
• Proactively schedule and participate in meetings with sales teams to improve order execution and customer complaint handling.

Skills

Order-to-Cash

ERP/SAP

Team collaboration

SCM concepts

Excel skills

Time management

Clear communication

Education

Graduate / Postgraduate; BE

Tools

SAP

Job description

JOB DESCRIPTION FORM

Job Position / Role

Customer Service Executive

Department

Internal Sales and Operations

Vertical

WIS

Sub-Department

IDM

Location

Viman Nagar - Pune

Reports To

Team Lead / Manager

Role Purpose

To ensure accurate and timely sales order processing, customer coordination, internal follow-up, and support for smooth execution of customer requirements.

Key Responsibilities

1. Enter sales orders accurately and promptly in SAP and ensure timely order confirmation to customers.
2. Manage customer orders, complaints, returns, and service requests including quality documents and other customer-specific requirements.
3. Review order management activities in SAP/ERP and coordinate deliveries in line with customer due dates and lead time requirements.
4. Create, update, and maintain customer master data in SAP.
5. Proactively communicate order status, delivery updates, shortages, and delays to the sales team and customers through email or calls as required.
6. Coordinate with internal teams such as Sales, SCM, Purchase, Warehouse, Quality, and Finance to ensure timely execution of customer orders.
7. Prepare bi-weekly open order reports and review them with the sales team and customers to align deliveries with customer schedules.
8. Escalate critical issues to the Team Lead, Manager, or Head of Department when guidance or intervention is required.
9. Visit customers periodically to understand sales processes, customer requirements, and improvement areas for better service support.
10. Proactively schedule and participate in meetings with sales teams to improve order execution and customer complaint handling.

Key Skills and Competencies

1. Understanding of internal processes including Order-to-Cash and Procure-to-Pay cycles.
2. Team collaboration and cross-functional coordination.
3. Basic knowledge of SCM processes.
4. Working knowledge of ERP/SAP.
5. Basic Excel skills.
6. Time management and adherence to deadlines.
7. Clear written and verbal communication.

Experience

1–5 years

Qualification and Education Requirements

1. Graduate / Postgraduate; BE

Languages

English and Hindi