Customer Service Executive

Würth Industry India; Pune District; On-site; INR 420,000 - 640,000; Full time

Job summary

Würth Industry India is seeking an order management professional to ensure accurate SAP data entry and timely order confirmations. You will handle orders, complaints, returns and service requests while coordinating with internal teams to align deliveries with customer needs.

Responsibilities include maintaining customer master data, communicating status updates, and producing open order reports. The role requires strong Excel skills and clear written/verbal communication to support efficient OC

Qualifications

• Understanding of end-to-end order processes (OC and P2P).
• Ability to work with multiple teams to fulfill orders.
• Experience with SAP/ERP for order management.
• Proficiency in basic Excel for tracking and reporting.
• Strong communication of order status and issues.
• Attention to deadlines and process adherence.
• Collaborative mindset for process improvements.

Responsibilities

• Enter sales orders accurately and promptly in SAP and confirm to customers.
• Manage orders, complaints, returns, and service requests including quality documents.
• Review order activities in SAP/ERP and coordinate deliveries to meet due dates.
• Create/update customer master data in SAP.
• Proactively communicate order status, updates, shortages, and delays to sales and customers.
• Coordinate with Sales, SCM, Purchase, Warehouse, Quality, and Finance.
• Prepare bi-weekly open order reports and review with sales team and customers.
• Escalate critical issues to Team Lead/Manager when intervention is needed.
• Visit customers to understand requirements and improvement areas.
• Schedule and participate in meetings with sales teams to improve order execution.

Skills

SAP/ERP knowledge

Order-to-Cash

Procure-to-Pay

Excel basics

Cross-functional coordination

Time management

Clear communication

Tools

SAP

Excel

Job description

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