Customer Service Executive

ROCKWOOL International A/S; Mumbai; On-site; INR 300,000 - 520,000; Full time

Job summary

ROCKWOOL Group in Mumbai seeks an orderly entry specialist to manage order entry in SAP, ensuring timely, accurate processing from sales and customer requests. The role supports the start of the supply chain with precise data and delivery schedules.

The ideal candidate delivers high-quality customer service, handles changes, and assists with ISO audit preparation and documentation. You will coordinate with the line manager and internal teams to resolve discrepancies and maintain up-to-date

Qualifications

• Receives, processes and verifies quotations/orders from sales/customers.
• Maintains order/customer data and delivery schedules with accuracy.
• ISO audit preparation and documentation.

Responsibilities

• Respond to customers with order acknowledgement/confirmation after receipt of Purchase Order.
• Coordinate with line manager to resolve shipment or delivery discrepancies.
• Handle customer escalations and provide reactive business solutions after discussing with line manager.
• Collaborate with colleagues to improve order processing efficiency.

Skills

Order entry accuracy

Customer service

Attention to detail

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. 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 3.

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

About ROCKWOOL Group

At ROCKWOOL Group, we are committed to enriching the lives of everyone who experiences our products and services. We help our customers and communities tackle many of today’s biggest sustainability and development challenges, from energy consumption and noise pollution to fire resilience, water scarcity, and flooding. Our product range reflects the diversity of the world’s needs, while supporting our stakeholders in reducing their own carbon footprint. Stone wool is a fully recyclable, versatile material that forms the basis of all our businesses. With ~11,800 dedicated colleagues in 37 countries and sales in more than 120, we are the world leader in stone wool products, from building insulation to acoustic ceilings, external cladding systems to horticultural solutions, customised stone wool insulation components for other manufacturers’ products and systems (OEM), to insulation for the process industry and marine & offshore.

Why join us

Ready to help build a better future for generations to come? Join us and make a difference! http://www.rockwool.com/group/about-us/careers/