Assistant Manager - Customer Support

Order Management

• Prepare Proforma Invoices (PI) for the European market and ensure timely delivery to Customers.
• Follow up with customers for filler orders, advance payments, and signed PI, if necessary.
• Coordinate with the supply chain to ensure timely shipment dispatches.
• Track dispatch status daily and ensure shipments are planned and stuffed in the plant.

Scheme Tracking:

• Track scheme performance on a fortnightly basis.
• Inform customers about their scheme achievement against targets via email.
• Generate Credit Notes (CN) at the end of the quarter based on scheme performance.
• Provide accurate data to set scheme targets for the next quarter.

Management Information System (MIS):

• Generate customer-wise and size-wise MIS reports.
• Compile export data MIS container-wise to analyse competition.
• Provide backorder MIS on a monthly basis.
• Prepare daily dispatch MIS specifically for the European market.

Sales Review Deck :

• Prepare monthly Sales review deck for the entire Europe region.
• Ensure accuracy and up-to-dateness of all sales numbers in the review deck.
• Follow up with the Sales team to collect vernatims and compile them into the review deck.

Customer Business Review (CBR):

• Prepare CBR decks for 25 to 30 customers during the first week of the month.
• Ensure accuracy and up-to-date of all sales numbers in the CBR deck.
• Send CBR decks to respective salespersons.

Back Order Update:

• Pull back orders from the system and prepare backorder MIS.
• Send customer-wise MIS to customers at the beginning of each month.
• Follow up with customers to resolve any discrepancies in backorder numbers.

Payment Follow-up:

• Follow up with customers for payment in case of any discrepancies or non-response.

Export Data:

• Compile export data on a monthly basis and distribute it to respective sales teams.
• Analyse the data and highlight any growth or decline in competition.

General & Ad hoc Queries:

• Handle queries from customers regarding short quantity received, incorrect pricing, etc.
• Provide necessary information to customers on various topics such as product details, pricing, availability, lead time, etc.
• Send data to the Master Data team and verify Customer Master and pricing in the ERP system.