Job
Description
Position Details
Position Title Associate Customer Support
Department Sales Backoffice
Location Chennai
Reports To Team Lead – Sales Backoffice
Grade/Level Execution Team
Employment Type Full-time
Job Summary
The Associate – Customer Support is responsible for handling customer queries, order processing, and issue resolution for distributors, retailers, and sales teams. This role involves providing support for order management, invoicing, credit notes, and service requests while ensuring customer satisfaction and adherence to company policies. The position ensures efficient communication between the sales backoffice, finance, supply chain, and customer service teams to enhance operational efficiency.
Roles & Responsibilities
1. Customer Query Resolution & Support
Handle inquiries from distributors, retailers, and sales teams regarding orders, invoices, and payments.
Resolve complaints related to stock availability, deliveries, pricing discrepancies, and order processing.
Ensure timely and accurate responses to all customer requests through email, phone, or internal portals.
2. Order Processing & Coordination
Process sales orders, returns, and cancellations while ensuring accuracy in order entry.
Coordinate with logistics and supply chain teams to ensure timely dispatch and delivery.
Monitor pending orders and provide updates to customers on delivery timelines.
3. Invoicing, Credit Notes & Payment Follow-ups
Assist in generating invoices, credit notes, and debit adjustments as per company guidelines.
Work closely with the finance team to validate payments, outstanding dues, and credit approvals.
Track customer payments and escalate overdue payments when necessary.
4. Sales Support & Documentation
Maintain and update customer records, sales orders, and transactional history.
Support the sales team in trade promotions, discounts, and incentive processing.
Ensure proper documentation of communication logs for future reference and compliance.
5. Complaint Management & Escalation Handling
Log and track customer complaints related to products, pricing, and delivery issues.
Collaborate with relevant departments to investigate and resolve escalations efficiently.
Follow up with customers to ensure resolution and satisfaction.
6. Reporting & Process Optimization
Prepare and maintain daily, weekly, and monthly reports on customer queries and resolutions.
Identify recurring issues and suggest process improvements for better efficiency.
Work with IT teams to optimize CRM tools and improve automation in customer support.
7. Compliance & Policy Adherence
Ensure all customer interactions comply with company policies and trade guidelines.
Maintain confidentiality of customer data, sales records, and financial transactions.
Follow proper documentation procedures for returns, replacements, and adjustments.
Key Result Areas (KRAs)
Timely resolution of customer queries and complaints.
Accuracy in order processing and invoicing.
Improvement in customer satisfaction and service levels.
Reduction in order errors and delayed responses.
Effective communication and coordination with internal teams.
Key Performance Indicators (KPIs)
Indicator Description
Customer Query Resolution Time Reduction in response time for customer inquiries and complaints.
Order Processing Accuracy Percentage of correct order entries and reduction in errors.
Timely Invoicing & Credit Processing Efficiency in processing invoices, credit notes, and adjustments.
Customer Satisfaction Score Rating based on feedback from customers and sales teams.
Escalation Handling Time Resolution speed for critical customer complaints.
Data Accuracy in CRM & Sales Records Maintaining up-to-date and error-free customer data.
Competency Requirements
Core Competencies
Excellent communication and problem-solving skills.
Strong attention to detail and accuracy in data entry.
Ability to manage multiple queries and prioritize tasks efficiently.
Customer-first mindset with a proactive approach to issue resolution.
Team-oriented with a focus on collaboration and coordination.
Technical/Functional Competencies
Experience in customer support, sales operations, or order management.
Proficiency in CRM tools, ERP systems, and Microsoft Office (Excel, Word, Outlook).
Basic understanding of invoicing, credit notes, and trade policies.
Knowledge of supply chain processes and sales coordination workflows.
Ability to handle data reporting, documentation, and compliance tracking.
Educational Qualifications & Experience
Minimum Qualification Bachelor’s Degree in Business Administration, Sales, Customer Service, or a related field.
Preferred Qualification Certification in Customer Service / Sales Operations.
Experience 2-4 years in customer support, sales backoffice, or order management roles in FMCG or similar industries.
Behavioral Expectations
Proactive and customer-focused approach to handling queries.
Commitment to delivering high-quality support and service.
Ability to remain calm under pressure and manage multiple tasks efficiently.
Strong interpersonal skills to build relationships with customers and sales teams.
Willingness to adapt to new technologies and process improvements.
