Senior Customer Service Executive

Sage Publications India Pvt Ltd; Gurugram District; On-site; INR 400,000 - 600,000; Full time

Job summary

Sage Publications India Pvt Ltd in Gurugram is seeking a warehouse and inventory operations professional to ensure accurate stock records, timely order processing, and adherence to SLAs. You will coordinate with Sales, Finance, Production and logistics vendors, and generate MIS reports using Excel.

The role emphasizes process improvements, strict internal controls, and cross-functional collaboration to support a fast-paced publishing supply chain.

Qualifications

• Experience in inventory control and warehouse operations.
• Proficiency in Excel for reporting and MIS.
• Ability to coordinate with multiple internal teams and vendors.

Responsibilities

• Ensure timely and accurate inward and outward inventory management for books, journals, and related products.
• Maintain inventory records and stock reconciliation with high accuracy.
• Support smooth warehouse operations and ensure compliance with processes and controls.
• Monitor inventory movement and highlight discrepancies, shortages, or operational risks.
• Process book orders accurately and within defined turnaround times.
• Coordinate timely dispatch of products to customers and monitor delivery status.
• Manage returns and inventory adjustments with proper documentation.
• Ensure fulfillment activities meet SLAs.
• Submit purchase indents to affiliates and production teams with approvals.
• Generate deviation reports and share with stakeholders.
• Prepare and maintain operational reports, dashboards, and MIS using Excel.
• Conduct periodic performance reviews and share updates and improvements.

Skills

Inventory management

Excel proficiency

Vendor coordination

Stakeholder management

Process improvement

Tools

Excel

Job description

Job Purpose

To support the efficient functioning of warehouse and fulfillment operations by ensuring accurate inventory management, timely order processing, vendor coordination, and adherence to organizational policies and service standards. The role is responsible for maintaining operational excellence, minimizing errors, and supporting continuous process improvement.

Key Responsibilities

Inventory & Warehouse Management

• Ensure timely and accurate inward and outward inventory management for books, journals, and related products.
• Maintain inventory records and stock reconciliation with a high degree of accuracy.
• Support smooth warehouse operations and ensure compliance with established processes and controls.
• Monitor inventory movement and proactively highlight discrepancies, shortages, or operational risks.

Order Processing & Fulfillment

• Process book orders accurately and within defined turnaround times.
• Coordinate timely dispatch of products to customers and monitor delivery status through tracking systems.
• Manage sales returns, approval returns, and inventory adjustments while maintaining proper documentation.
• Ensure fulfillment activities are executed efficiently and in line with Service Level Agreements (SLAs).

Coordination & Reporting

• Submit purchase indents to affiliates and production teams with appropriate approvals and documentation.
• Generate and share deviation reports with relevant stakeholders.
• Prepare and maintain operational reports, dashboards, and MIS using Excel.
• Conduct periodic performance reviews and share operational updates, escalations, and improvement recommendations with reporting managers.

Stakeholder Management

• Collaborate with Sales, Finance, Customer Service, Production, and other internal teams to ensure smooth operational workflows.
• Participate in weekly and monthly review meetings with business partners and cross-functional teams.
• Address stakeholder feedback and implement corrective actions where required.

Compliance & Process Excellence

• Adhere strictly to Internal Financial Controls (IFCR) and organizational policies.
• Ensure zero-error execution for assigned tasks and maintain high service quality standards.
• Identify opportunities for process optimization and operational efficiency improvements.
• Promote and uphold Sage Values, Code of Conduct, and organizational compliance standards.

Team Support

• Provide operational backup to team members when required.
• Demonstrate ownership of assigned tasks and work independently with minimal supervision.
• Communicate effectively through clear and concise verbal and written interactions.
• Contribute ideas, suggestions, and process improvement initiatives to enhance team performance.

Vendor Management (Developmental Responsibility)

• Support the Line Manager in coordinating with freight, warehouse, packing, and fulfillment vendors.
• Maintain MIS and records related to domestic and international freight costs.
• Assist in tracking vendor performance against agreed service levels.
• Support timely contract renewals and vendor documentation management.

Key Performance Indicators (KPIs)

• Inventory accuracy and stock reconciliation.
• Order fulfillment turnaround time (TAT).
• Return processing accuracy and timelines.
• On-time dispatch and delivery tracking.