Assistant Manager / Sr Executive - Customer Support / Order Management

Role & responsibilities

Order Processing

• Specific Sales Accounts: Manage assigned sales accounts by ensuring orders are processed efficiently and in compliance with company policies.
• Order Entry in ERP: Input order details into the Enterprise Resource Planning (ERP) system for tracking and processing.
• Item Master Requisition: Update or request the creation of new item master entries in the ERP system for product identification and categorization.
• Customer Master Update: Maintain and update customer details in the ERP system to ensure accurate billing, shipping, and communication.
• Purchase Indent & Production Order Indent: Generate purchase and production indents based on order requirements to initiate procurement and manufacturing processes.

Coordination with Operations & QC for Material Readiness

• Liaise with operations and Quality Control (QC) teams to ensure materials are prepared, inspected, and meet quality standards before further processing.

Inspection Coordination & Dispatch Clearance

• Organize pre-dispatch inspections in coordination with customers or third-party inspectors.
• Obtain dispatch clearance from the customer after inspection approval.

Internal Dispatch Instructions

• Issue internal dispatch instructions, specifying packing, shipping, and delivery details.
• Coordinate with the internal logistics team to ensure timely dispatch and delivery of goods to customers.

Submission of Documents for Payment

• Compile and submit all required documents, such as invoices, delivery notes, and inspection reports, to facilitate payment collection from customers.

Liquidated Damages (LD) / Deduction Details to Accounts

• Share any applicable LD or deduction details with the accounts team for accurate financial reporting and adjustments.

Customer Complaint Handling & Feedback Management

• Address customer complaints by investigating and resolving issues efficiently.
• Follow up on customer feedback to ensure satisfaction and identify improvement opportunities.
• Conduct analysis of feedback to provide actionable recommendations to the management team.

Coordination for Marketing Activities

• Support marketing initiatives by organizing and distributing materials such as catalogues, product samples, and gift articles to customers or prospects.
• Collaborate with the marketing team to execute campaigns and promotions aligned with business objectives.

Preferred candidate profile

• Educational Qualification: Diploma/Degree in Engineering with 7-9 years of relevant industry experience.
• Customer Skills: Ability to handle customers effectively and build strong, lasting relationships.
• Organizational Abilities: Self-driven with skills in planning, coordination, and managing tasks independently.
• Teamwork: Strong team spirit with a collaborative and adaptable approach to working with others.
• Technical Proficiency: Skilled in MS Office tools like Word, Excel, PowerPoint, and Outlook for reporting and communication.