Customer Support Specialist-Printing services

Magic International P Ltd; Dadri; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Magic International Pvt. Ltd. (MIPL) is India’s leading book printing and stationery manufacturer with a 70+ year heritage and a state-of-the-art facility in Greater Noida.

We serve marquee international clients and manage offset printing, binding, and packaging. The Customer Support Manager / Executive will be the primary liaison between clients and internal production/dispatch teams, handling day-to-day queries, documenting requirements, and ensuring on-time delivery and quality.

Qualifications

• Excellent verbal and written English and Hindi communication.
• Proficient in email communication with professional tone and prompt follow-up.
• Strong Excel skills for data entry, order tracking and basic MIS reporting.
• Ability to understand and communicate print specifications (paper, GSM, lamination, finishing, binding).
• Experience with ERP or order management tools is preferred.

Responsibilities

• Serve as the primary liaison between clients and internal production/dispatch teams for all order-related communication.
• Manage day-to-day customer queries via email, phone, and video calls with timely, professional responses.
• Document and understand customer requirements for orders, repeats, and special specifications.
• Coordinate with production, pre-press, and dispatch to ensure on-time delivery and quality compliance.
• Track order status and update clients on production progress and shipment details.
• Handle customer complaints and escalations to maintain client satisfaction.
• Maintain order trackers, dispatch records and communication logs in Excel/ERP.
• Support quotations, proformas, and client presentations with sales/management.

Skills

English & Hindi communication

Email communication

Excel/MIS reporting

Print production knowledge

Relationship building

ERP/order management tools

Tools

MS Office

ERP system

Job description

ABOUT THE COMPANY

Magic International Pvt. Ltd. (MIPL) is one of India's leading book printing and stationery manufacturing companies, with over 70 years of heritage and a 300,000 sq. ft. state-of-the-art facility at Greater Noida. We serve marquee international clients in India and overseas. Our manufacturing capabilities span offset printing and full-scale binding with stationery manufacturing.

ROLE OVERVIEW

We are looking for a proactive and energetic Customer Support Manager / Executive to join our team. The ideal candidate will serve as the primary point of contact for our domestic publishers and print buyers, managing day-to-day communication, understanding customer requirements, and ensuring seamless service delivery. This is a relationship-driven role that requires deep understanding of print production processes and strong client servicing instincts.

KEY RESPONSIBILITIES

• Serve as the primary liaison between clients and internal production/dispatch teams for all order-related communication.
• Manage day-to-day customer queries via email, phone, and video calls - ensuring timely, professional, and accurate responses.
• Understand and document customer requirements for new orders, repeat orders, and special specifications (paper, printing, finishing, binding, packaging).
• Coordinate with production, pre-press, and dispatch teams to ensure on-time delivery and quality compliance.
• Track order status and proactively update clients on production progress, dispatch schedules, and shipment details.
• Handle customer complaints, escalations, and feedback - resolve issues efficiently and maintain client satisfaction.
• Maintain and update order trackers, dispatch records, and customer communication logs in Excel / ERP.
• Support the preparation of quotations, proformas, and client presentations in coordination with the sales and management team.
• Build and maintain strong, long-term relationships with existing clients while supporting new client onboarding.
• Stay updated on company capabilities, product portfolio, and industry developments to provide accurate information to clients.

REQUIRED SKILLS & COMPETENCIES

• Excellent verbal and written communication skills in English (and Hindi).
• Strong command over email communication - professional tone, clarity, and prompt follow-up.
• Proficient in Microsoft Excel - data entry, order tracking, basic MIS / reporting.
• Ability to understand and communicate technical print specifications (paper, GSM, printing, lamination, binding, etc.).
• Strong organizational skills - ability to manage multiple clients and orders simultaneously.
• Problem-solving mindset - ability to handle escalations calmly and find workable solutions.
• Go-getter attitude with a sense of urgency and ownership.
• Basic proficiency in MS Office (Word, PowerPoint) and familiarity with ERP or order management tools.

INDUSTRY BACKGROUND & ELIGIBILITY

Preferred Background - Also Considered

• Book printing & binding industry
• Commercial offset printing companies
• Packaging / corrugated box manufacturers
• Paper mills or paper trading companies
• Stationery / office supplies industry
• Publishing / education sector
• Retail / FMCG with strong customer service experience
• Any manufacturing sector with export client handling

LOCATION PREFERENCE

Candidates residing in or willing to relocate to Greater Noida, Noida, or nearby NCR areas are strongly preferred. The position is fully on-site.

WHAT WE OFFER

• A high-growth role with direct exposure to global clients across the US, UK, and international publishing sector.
• Competitive salary - no bar for the right candidate; compensation commensurate with skills and experience.
• Opportunity to work with India's leading book printing company with a 70+ year legacy.
• A dynamic, professional work environment with scope for rapid career advancement.
• Exposure to end-to-end print manufacturing, export operations, and key account management.