Customer Support Executive

Job Description

1. Order Coordination and Part Number Clarification

• Generate Sales Order Acknowledgement (SOA) and verify ordered item part numbers with suppliers.
• Ensure part number accuracy and resolve any discrepancies with customers and internal teams.

2. Production Department Coordination

• Collaborate with the production team to ensure order specifications are met.
• Follow up on order progress to meet dispatch deadlines.

3. Dispatch Department Coordination

• Coordinate with the dispatch team to ensure timely shipment of orders.
• Track and update customers regarding their shipment status.

4. Customer Communication & Service

• Serve as the primary point of contact for customer inquiries and support requests.
• Communicate order status, delays, or changes effectively to customers.

5. Accounts Department Coordination

• Work with the accounts team to track customer payments and outstanding invoices.
• Ensure necessary documentation for payments and invoices is accurate.

6. Reporting and Documentation

• Prepare and issue quotations and proforma invoices with complete details.
• Maintain updated reports on part numbers, order progress, dispatch details, and customer payment status.
• Generate a weekly stock update and maintain accurate inventory records.
• Prepare monthly reports on motors/drives sold, including non-moving stock analysis.
• Organize and maintain folders for quotations, SOAs, and sample orders.

7. Warehouse and Purchase Coordination

• Track the status of ordered items with the Purchase Department and verify part numbers.
• Raise warehouse clearance requests and follow up on approvals.
• Ensure timely clearance of items for production and dispatch.

8. Additional Responsibilities

• Perform other tasks as assigned to support company objectives.
• Be flexible in handling ad-hoc requests from various departments.

Key Skills & Competencies

• Strong coordination and multitasking abilities.
• Excellent communication skills for customer interactions.
• Proficiency in documentation, reporting, and data management.
• Familiarity with order processing, invoicing, and inventory tracking.
• Ability to work collaboratively with multiple departments.
• Problem-solving skills to handle order-related discrepancies.

Preferred Experience

• Minimum of 2 years in customer support, order processing, or supply chain coordination.
• Experience in a manufacturing, trading, or motion control industry is a plus.
• Proficiency in using Tally or similar order management tools.