Customer Service Representative

Customer Service Representative – Job Description

(Labels, Tags & Packaging Manufacturing Industry)

Overview of the Role:

• Act as the first point of contact for customers by answering product and service-related queries.
• Handle incoming customer communication (calls, emails), including order placements, inquiries, complaints, and service requests.
• Manage end-to-end order processing – from proforma invoice and sales order creation to job card raising and invoicing.
• Ensure smooth coordination with production, logistics, and accounts to meet customer requirements on time.

Core Responsibilities:

• Open and maintain customer accounts by updating order and account information.
• Process customer orders accurately (labels, woven labels, hang tags, care labels, stickers, heat transfers, RFID, etc.).
• Clarify and resolve customer complaints by identifying issues, providing solutions, and ensuring timely follow-up.
• Maintain accurate documentation of customer interactions, order status, and service records.
• Coordinate internally with production and stores teams for raw material usage updates and job progress.
• Share product information, new developments, and promotions with customers when relevant.
• Prepare customer service reports (pending orders, delivery schedules, complaint logs).
• Support sales and merchandising teams in managing key customer accounts.
• Contribute to team efficiency by supporting colleagues during high workload periods.
• Ensure compliance with company procedures, customer requirements, and industry standards.

Requirements:

• Proven experience in customer service or order processing within the labels, tags, trims, or packaging industry is preferred.
• Strong communication skills (verbal & written) and active listening ability.
• Familiarity with ERP/CRM systems and order management practices.
• Ability to multitask, prioritise, and manage time effectively.
• Customer-focused with problem-solving skills and a positive attitude.
• Basic knowledge of invoicing, order documentation, and compliance records.

Job Type: Full-time

Pay: ₹18,000.00 - ₹25,000.00 per month

Benefits:

• Leave encashment

Ability to commute/relocate:

• Sonipat, Haryana: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• Customer relationship management: 3 years (Preferred)

Language:

• English (Preferred)
• Hindi (Preferred)

Work Location: In person