Customer Service Executive

ROCKWOOL Group; Mumbai; On-site; INR 300,000 - 450,000; Full time

Job summary

ROCKWOOL Group in Mumbai is seeking an Order Entry Associate to manage order entry with accuracy, ensuring timely processing within the SAP system. You will respond to customers with confirmations and delivery dates, coordinating with sales and logistics to maintain service levels.

Responsibilities include verifying quotations and orders, updating customer records, handling changes, and addressing escalations with the line manager.

Qualifications

• Experience in order processing or customer service in SAP or ERP environments.
• Strong accuracy and attention to detail.
• Good communication with internal/external customers.

Responsibilities

• Receive, process and verify quotations and orders from sales/customers.
• Initiate actions for order changes and maintain customer information and delivery schedules.
• Provide quality service to internal and external customers with timely responses and documentation.
• Collaborate within the customer service team to improve methods and efficiency.
• Handle customer complaints per procedures and implement corrective actions.
• Coordinate with Line Manager to resolve shipment/discrepancy issues.
• Manage customer escalations and provide reactive solutions.
• Interact with colleagues to ensure smooth business.
• ISO audit preparation & documentation
• Sample requests coordination with Quality for timely 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