Customer Support Associate

Connectwell Industries; Kalyan-Dombivli; On-site; INR 350,000 - 550,000; Full time

Job summary

Connectwell Industries is seeking a Customer Support Associate to support sales operations, manage customer relationships, coordinate orders and shipments, monitor collections, and prepare sales MIS reports. The ideal candidate should have 2–5 years experience, strong communication skills, proficiency in Advanced Excel and ERP tools, and a process-oriented approach to work.

The successful candidate will work cross-functionally with sales, logistics, and finance to ensure accurate order

Qualifications

• 2–5 years of experience in sales coordination, order management, customer service, or sales operations.
• Advanced Excel and ERP tools proficiency.
• Strong verbal and written communication skills.
• Good coordination, follow-up, problem-solving, and organizational skills.

Responsibilities

• Order Management: Manage and track customer orders from order receipt to delivery.
• Customer Management: Maintain effective relationships with customers and respond to queries.
• Sales MIS and Reporting: Prepare daily, weekly, and monthly sales MIS reports.
• Collection Management: Monitor outstanding payments and coordinate with customers for timely collections.
• Post-Sales Shipment Coordination and Customer Grievance Redressal: Coordinate with logistics and internal teams for timely shipments and resolutions.
• ERP and Excel Management: Maintain accurate data in ERP systems and use Advanced Excel for analysis.

Skills

Advanced Excel

ERP Tools

Communication Skills

Education

Any Graduate

Tools

ERP Systems

Job description

Job Description Customer Support Associate

Department: Customer Support
Experience: 2–5 Years
Qualification: Any Graduate
Required Skills: Advanced Excel, ERP Tools, Communication Skills

Job Summary

We are looking for a detail-oriented and proactive Customer Support Associater\ to support sales operations, manage customer relationships, coordinate orders and shipments, monitor collections, and prepare sales MIS reports. The ideal candidate should have strong communication skills, proficiency in Advanced Excel and ERP tools, and a process-oriented approach to work.

Key Responsibilities (KRAs)

1. Order Management
   • Manage and track customer orders from order receipt to delivery.
   • Coordinate with internal departments to ensure timely order processing and execution.
   • Monitor order status and resolve order-related discrepancies.
2. Customer Management
   • Maintain effective relationships with customers and ensure timely responses to their queries.
   • Coordinate with customers regarding order status, delivery schedules, and other requirements.
   • Ensure customer satisfaction through effective communication and follow-up.
3. Sales MIS and Reporting
   • Prepare and maintain daily, weekly, and monthly sales MIS reports.
   • Track sales orders, pending orders, dispatches, and other key sales performance indicators.
   • Analyse sales data and provide accurate reports to management.
4. Collection Management
   • Monitor outstanding payments and coordinate with customers for timely collections.
   • Follow up on overdue payments in coordination with the sales and finance teams.
   • Maintain accurate records of collections and outstanding receivables.
5. Post-Sales Shipment Coordination and Customer Grievance Redressal
   • Coordinate with logistics, dispatch, and internal teams to ensure timely shipments.
   • Track deliveries and communicate shipment updates to customers.
   • Handle customer complaints and coordinate with relevant departments for timely resolution.
   • Ensure effective follow-up until customer grievances are resolved.
6. ERP and Excel Management
   • Maintain accurate customer, order, and sales-related data in ERP systems.
   • Use Advanced Excel for data analysis, reporting, and tracking.
   • Identify opportunities to improve reporting accuracy and operational efficiency.

Technical Skills

• Proficiency in Advanced MS Excel.
• Working knowledge of ERP systems.
• Strong data management and reporting skills.
• Good written and verbal communication skills.

Behavioural Competencies

• Collaborative Working: Ability to work effectively with cross-functional teams.
• Sense of Ownership: Take responsibility for assigned tasks and ensure timely completion.
• Execution Excellence: Maintain accuracy, efficiency, and adherence to timelines.
• Innovation: Identify opportunities to improve existing processes.
• Process/System Orientation: Follow established procedures and maintain accurate documentation.

Mandatory Requirements

• Qualification: Any Graduate.
• Experience: 2–5 years of relevant experience in sales coordination, order management, customer service, or sales operations.
• Technical Proficiency: Advanced Excel and ERP tools.
• Communication: Strong verbal and written communication skills.
• Key Attributes: Good coordination, follow-up, problem-solving, and organizational skills.