Customer Service Executive

rockwoolgroup; Mumbai; On-site; INR 500,000 - 700,000; Full time

Job summary

rockwoolgroup is seeking a focused order entry and customer service professional to manage SAP-based order processing, ensure accuracy, and coordinate with multiple departments to maintain delivery schedules and documentation.

The role includes handling inquiries, updating order information, and supporting ISO audit preparation and sample coordination with Quality to ensure timely dispatch and customer satisfaction.

Responsibilities

• 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.
• Interact with other colleagues within team for smooth business.
• Any other business requirement directed by the managers.
• i. ISO audit preparation & documentation
• j. Initiative Sample Request & Coordination with Quality for timely sample dispatch to customer

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. ISO audit prepartion & documentation.

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.
• Interact with other colleagues within team for smooth business.
• Any other business requirement directed by the managers.
• i. ISO audit preparation & documentation
• j. Initiative Sample Request & Coordination with Quality for timely sample dispatch to customer