Customer Service Representative

Key missions of the position:

• Sales order Management, Contract Review, Customer Communication & Support, Coordination with Cross-Functional Teams to ensure smooth order fulfilment for Metro Railway & Private Railway customers.

Key Responsibilities:

• Order Management:

• Execute end-to-end customer orders for railway products and services.
• Ensure timely processing of purchase orders, confirmations, and delivery schedules.
• Coordinate with internal teams (Sales, Planning, Logistics, Finance) for seamless order flow.

• Customer Coordination:

• Serve the customers regarding order status, delivery timelines, and issue resolution.
• Maintain proactive communication to ensure customer satisfaction and manage expectations.

• Documentation & Compliance:

• Ensure accuracy and compliance with all documentation including customer POs, Sales invoices, and dispatch notes.
• Support audits and regulatory requirements through proper record-keeping.

• Coordination with Cross-Functional Teams:

• Collaborate with logistics and warehouse teams to ensure timely dispatch and delivery.
• Monitor shipments and address any delays or discrepancies.

• System & Reporting:

• Prepare regular reports on order management performance and customer feedback.

• Process Improvement:

• Identify and suggest improvements in the order management process.
• Support digitalization efforts to enhance operational efficiency.

Professional

• How many years of professional experience in a specific professional area are required for the position?
• 4-6 years of experience in customer service or Order Management or order execution, preferably in railway or industrial sectors.
• Strong understanding of supply chain and customer service operations.
• Proficiency in ERP systems (SAP, Oracle, etc.) and MS Office.
• Excellent communication, coordination, and problem-solving skills.