Customer Support Executive

Key Roles & Responsibilities

• Customer Coordination & Support:

• Act as the single point of contact for sales queries regarding material availability, dispatch status, incoming dispatches, and account-related matters (credit limits, overdue payments, and stock transfers).

• Coordinate closely with customers and market stakeholders for order confirmations, payments, and statutory documentation.

• Support customers by proactively resolving operational queries and managing the formal complaint resolution process.

• Make outbound calls to customers to generate repeat orders at the desired frequency and target product mix.

• Order Management & Fulfillment:

• Own end-to-end order execution, covering order receipt, entry, forecasting, dispatch tracking, and applying applicable standard/special discounts.

• Coordinate with Planning, Purchase, Manufacturing, and Logistics teams to ensure material availability meets customer delivery timelines.

• Track pending orders, send regular updates to internal teams, and coordinate sample requirements and balance cheques with the field sales team.

• Prepare and share advance demand forecasts with senior management and the supply chain team prior to plant dispatch cut-off schedules.

• Billing & Commercial Administration:

• Liaise with the Credit Control team to secure necessary credit approvals prior to order processing and dispatch.

• Post, track, and reconcile customer payments to maintain accurate and up-to-date account outstanding ledgers.

Desired Candidate Profile

• Education: Any Graduate.

• Experience: 2 to 6 years of proven experience in Sales Coordination, Order Processing, or Commercial Operations.

• Technical & Domain Skills:

• Strong understanding of order management, dispatch planning, customer support, and payment follow-up procedures.

• Hands-on proficiency in using ERP systems for managing sales orders and inventory tracking.

• Working knowledge of SAP (SD / related modules) is an added advantage.

• Soft Skills & Communication:

• Excellent written and verbal communication skills for professional interaction via phone calls, emails, and chat.

• Fluency in Hindi and English; proficiency in the regional language (Marathi) is preferred.