Asst Manager - Customer Support

About the Job

The Asst Manager - Customer Support is responsible for managing the complete order and customer support operations for AFS India. This includes handling domestic customer interactions, order booking, acknowledgements coordination for inspections, payments and shipments. The role involves generating service invoices, uploading documents to customer portals, as well as working cross-functionally with engineering, production, quality, finance, sales, and application teams to ensure timely deliveries and documentation. The candidate should be familiar with order management processes including PO review, ABG, PBG, LC, and customer communication. The position also supports on-time delivery (OTD) and revenue recognition, requiring innovative problem-solving and effective communication skills. A collaborative working style, high ethical standards, and the ability to work in cross-functional and multicultural teams are essential.

Roles and Responsibilities

• Handle customer order and sales management process independently.
• Manage customer payment collection and reduce accounts receivable.
• Perform JDE/MRP transactions for order booking and confirmation documents.
• Coordinate with commercial and operations teams to address customer queries.
• Collaborate with cross-functional departments on production goals and timelines.
• Prepare MIS reports for business units and sales representatives.
• Work proactively with operations and logistics teams for shipment planning.
• Manage technical and commercial data sheets for order entry.
• Handle ABG and PBG documentation and coordinate with finance for project orders.
• Implement best practices in customer response and service.
• Proficiently operate Oracle-based MRP systems.
• Communicate effectively with customers.
• Utilize soft skills including MRP knowledge, basic Excel, and operations.
• Consistently apply IDEX operating model processes like daily management.
• Monitor KPIs monthly and prepare root cause analysis and action plans.
• Communicate clearly through emails, presentations, and verbal interactions.
• Apply quick problem-solving techniques.
• Understand regulatory affairs including LC, PBG, ABG, warranty, BL, customs, and GST.

Qualifications

• Must have: Graduate degree from a reputed university.
• Preferred: BE degree.
• Experience: 8–10 years in order/project management, customer representation, commercial and inside sales.
• Industry Preference: Oil & Gas (Pumps/Compressors/Meters & Valves).
• Technical Competencies: Skilled in customer interaction, documentation, payment collection, service invoicing, ERP systems etc.