Orders Team Member

Lactalis India; Chennai District; On-site; INR 250,000 - 420,000; Full time

Job summary

Lactalis India in Chennai is seeking a dedicated Customer Service / Orders Executive to manage order processing and respond to inquiries, driving accuracy and efficiency across SAP and CRM platforms.

You will handle multi-channel queries, meet KPI targets, and contribute to continuous improvement with a focus on service quality and stakeholder collaboration.

Qualifications

• Minimum of 3 years in Customer Service / Orders role in FMCG
• Proficient with SAP for order entry and Salesforce for CRM
• Excellent verbal and written communication with customers and stakeholders
• Strong negotiation and problem-solving abilities under pressure
• Able to adapt quickly to changing processes and systems

Responsibilities

• Timely and accurate entry of orders into SAP to ensure customer satisfaction
• Support customer order queries across all ordering methods (phone, email, web portal and EDI)
• Meet KPIs and performance targets
• Identify opportunities to improve efficiency and service for customers and internal stakeholders
• Attend to inbound calls and emails promptly and professionally
• Follow directives from Orders Team Leader and complete assigned tasks

Skills

Customer Service

Communication Skills

Attention to detail

Time management

Negotiation skills

Teamwork

Tools

SAP

Salesforce

Excel

Outlook

Word

Job description

Managing customer orders and customer enquiries while highly driving efficiency and accuracy.

This position is responsible for…

• Timely and accurate entry of Orders into SAP to ensure customer satisfaction
• Support customer order queries across all ordering method types (phone, email, web portal and EDI)
• Meet set KPIs ensuring all performance targets are achieved
• Identify and help drive business opportunities to improve efficiency and service with our customers, internal business and stakeholders
• Attending to Inbound calls and emails in a prompt and professional manner

Key Accountabilities

• Support strategies, processes, systems use, procedures and schedules to enhance customer service capability whilst ensuring costs stay within budgeting restraints
• Follow directive of Orders Team Leader
• Complete all tasks and duties as reasonably requested by your Team Leader
• Ensure systems and processes serve the best interests of Lactalis and our customers through minimizing waste and finished good write offs whilst enhancing customer service
• Help develop and implement customer service metrics that assist in managing performance
• Actively seek out opportunities to enhance customer service, logistics and distribution capability through various means and initiatives
• Contribute to support and drive set logistics and distribution procedures
• Instil a mind-set of continuous improvement individually as well as a team

Health, Safety and Environment (HSE) Accountabilities

• Promote and participate in the Safety Management System and develop a proactive safety culture.
• Be a role model for working safely and promoting a safe working environment.
• Adhere to safe work procedures and systems in consultation with elected OH&S Representatives and team members.
• Proactively contribute to the identification and resolution of workplace hazards.
• Work safely at all times.
• Comply with all relevant environmental legislative requirements.
• Actively contribute to reducing waste, conserving water and energy and other sustainability initiatives.
• Comply with environmental management systems.
• Actively participate in understanding your environmental responsibilities.

Leadership Accountabilities (applicable for all positions with direct reports)

• Set clear expectations and lead by example. Deliver on your commitments and strive for excellence.
• Give timely and meaningful feedback that is useful and respectful.
• Adopt a positive approach and appropriately recognise effort and results.
• Communicate openly and honestly, sharing information and knowledge.
• Take personal responsibility for the performance and outcomes of your team.
• Drive supportive accountability and engage your people.

Values and Core Competencies

Our culture is underpinned by a set of common values, which set the standard for employee behaviour. They should be translated into every aspect of work from relationships with customers and colleagues, to the way employees conduct themselves on a daily basis.

• Minimum of 3 years within Customer Service / Orders role in an FMCG environment
• Computer Savvy – Great skills in Excel, Outlook, Word with knowledge of SAP & Salesforce preferable as well as able to quickly grasp the use of different systems, manage infrastructure and system challenges
• Professional and friendly manner with strong verbal and written interpersonal skills, to help build effective relationships and processes with our customers, colleagues, higher management and stakeholders
• Display excellent negotiation skills with ability to achieve mutual and acceptable solutions to complex problems that arise
• Ability to manage high pressure situations, manage and resolve issues while keeping calm in a level headed manner
• Able to remain open minded to ideas, adapt quickly and respond well in a rapidly changing environment as well as able to encourage change and motivate others to respond positively
• Advanced attention to detail, time management, accuracy, precision, multi-tasking and prioritisation skills
• Able to work well in a team environment with a can do, happy to help attitude while supporting other colleagues
• Dedicated to Lactalis as well as highly focused on continual improvement both individually and as a team

Communicate openly and honestly, sharing information and knowledge