Customer Support Executive

Jupiter Rollform Machines Pvt. Ltd. (JRFPL); Gujarat; On-site; INR 550,000 - 850,000; Full time

Job summary

Jupiter Roll Forming Pvt. Ltd. is seeking a Customer Support Executive – Production, Dispatch & Sales Coordination to join our Rajkot, Gujarat team.

You will act as the main liaison with customers after orders, coordinate with Production, Dispatch, and Sales, and ensure timely and accurate updates across ERP records and MIS reporting. The role requires 3–8 years in production coordination, dispatch/logistics, sales coordination, or customer support within industrial machinery or sheet metal

Qualifications

• Bachelor's Degree in Engineering, Commerce, Business Administration, or a related discipline.
• Diploma in Mechanical Engineering will be an added advantage.

Responsibilities

• Serve as the primary point of contact for customers after order confirmation.
• Provide regular updates on production progress, dispatch schedules, and delivery timelines.
• Handle customer queries, complaints, and service requests professionally and promptly.
• Maintain high levels of customer satisfaction through effective communication.
• Coordinate with Production Planning to monitor manufacturing progress.
• Track order status and ensure adherence to delivery schedules.
• Escalate production delays and support corrective actions.
• Coordinate Factory Acceptance Tests (FAT) and customer inspections.
• Coordinate with Stores, Logistics, and Dispatch for timely shipment of machines and spare parts.
• Ensure all dispatch documentation is complete and accurate.
• Share dispatch updates and tracking information with customers.
• Support Sales in order processing and execution.
• Prepare order acknowledgements, delivery schedules, and customer correspondence.
• Maintain DCR and ERP records with accurate order status and customer information.
• Coordinate with Purchase, Design, Production, Accounts, and Service for smooth order execution.
• Prepare daily, weekly, and monthly order tracking reports.
• Maintain customer communication records and project documentation.
• Generate MIS reports related to production, dispatch, pending orders, and commitments.

Skills

CRM Systems

Production Planning

Dispatch Coordination

Sales Order Processing

ERP & CRM

MS Excel

Communication Skills

Problem Solving

Time Management

Cross-functional Coordination

Education

Bachelor's Degree in Engineering

Bachelor's Degree in Commerce

Bachelor's Degree in Business Administration

Diploma in Mechanical Engineering

Tools

ERP Software

Job description

Mfg. of Roll Forming Lines, Slitting Lines & Cut to Length Lines

Job Description (JD)Customer Support Executive – Production, Dispatch & Sales CoordinationLocation: Rajkot, GujaratDepartment: Customer Support & OperationsReporting To: General Manager – Sales / Head – OperationsAbout Jupiter Roll Forming Pvt. Ltd.Jupiter Roll Forming Pvt. Ltd. is one of India's fastest-growing manufacturers of Roll Forming Machines, Slitting Lines, Cut-to-Length Lines, and precision-engineered cold roll formed sections. With advanced manufacturing facilities, strong engineering capabilities, and a customer-first approach, Jupiter delivers innovative solutions to customers across infrastructure, construction, solar, railway, warehousing, and industrial sectors.

Key Responsibilities

• Customer Support
  • Serve as the primary point of contact for customers after order confirmation.
  • Provide regular updates on production progress, dispatch schedules, and delivery timelines.
  • Handle customer queries, complaints, and service requests professionally and promptly.
  • Maintain high levels of customer satisfaction through effective communication.
• Production Coordination
  • Coordinate with the Production Planning team to monitor manufacturing progress.
  • Track order status and ensure adherence to committed delivery schedules.
  • Escalate production delays and support corrective actions to minimize customer impact.
  • Coordinate Factory Acceptance Tests (FAT) and customer inspections.
• Dispatch Coordination
  • Coordinate with Stores, Logistics, and Dispatch teams for timely shipment of machines and spare parts.
  • Ensure all dispatch documentation, invoices, packing lists, transport details, and delivery documents are complete.
  • Share dispatch updates and tracking information with customers.
• Sales Coordination
  • Support the Sales team in order processing and execution.
  • Prepare order acknowledgements, delivery schedules, and customer correspondence.
  • Maintain DCR and ERP records with accurate order status and customer information.
  • Coordinate with Purchase, Design, Production, Accounts, and Service departments for smooth order execution.
• Documentation & Reporting
  • Prepare daily, weekly, and monthly order tracking reports.
  • Maintain customer communication records and project documentation.
  • Generate MIS reports related to production, dispatch, pending orders, and customer commitments.

Qualification

• Bachelor's Degree in Engineering, Commerce, Business Administration, or a related discipline.
• Diploma in Mechanical Engineering will be an added advantage.

Experience

• 3-8 years of experience in:
• Production Coordination
• Dispatch & Logistics Coordination
• Sales Coordination
• Customer Support
• Experience in industrial machinery, capital equipment, manufacturing, engineering, or sheet metal industries is preferred.

Required Skills

• Customer Relationship Management
• Production Planning Coordination
• Dispatch & Logistics Coordination
• Sales Order Processing
• ERP & CRM Systems
• Microsoft Excel & MIS Reporting
• Communication & Interpersonal Skills
• Problem Solving & Follow-up
• Time Management & Multitasking
• Cross-functional Team Coordination

Key Performance Indicators (KPIs)

• On-time customer communication
• On-time production and dispatch coordination
• Order execution cycle time
• Customer satisfaction and response time
• ERP/CRM data accuracy
• Reduction in customer complaints
• Timely coordination of inspections and dispatches
• Internal coordination effectiveness

Preferred Candidate Profile

• Strong coordination and follow-up skills.
• Ability to work effectively with Production, Dispatch, Sales, Purchase, and Service teams.
• Customer-oriented mindset with excellent communication skills.
• Proficient in ERP systems, MS Excel, and reporting tools.
• Able to manage multiple customer orders and priorities simultaneously.

What We Offer

• Competitive salary with performance-based incentives.
• Opportunity to work in a fast-growing engineering and manufacturing organization.
• Exposure to large industrial and infrastructure projects.
• Professional growth through cross-functional learning and career advancement.
• Collaborative and supportive work environment.