Customer Support

Seeking a detail-Oriented and proactive Customer Service to join. Will be responsible for ensuring smooth order management, scheme tracking, MIS reporting, Sales review, customer business review, back-order management, payment follow-up, export data compilation, and handling general and ad hoc queries from customers. The candidate will possess excellent organizational skills, strong attention to detail, and the ability to effectively communicate with both internal teams and external customers.

Responsibilities:

Order Management

• Prepare Proforma Invoices (PI) for the Lattam / ROW region and ensure timely delivery to Customers.
• Follow up with customers for filler orders, advance payments, and signed PI, if necessary.
• Coordinate with the supply chain to ensure timely shipment dispatches.
• Track dispatch status daily and ensure shipments are planned and stuffed in the plant.

Scheme Tracking:

• Track scheme performance on a fortnightly basis.
• Inform customers about their scheme achievement against targets via email.
• Generate Credit Notes (CN) at the end of the quarter based on scheme performance.
• Provide accurate data to set scheme targets for the next quarter.

Management Information System (MIS):

• Generate customer-wise and size-wise MIS reports.
• Compile export data MIS container-wise to analyse competition.
• Provide backorder MIS on a monthly basis.
• Prepare daily dispatch MIS specifically for the European market.

Sales Review Deck :

• Prepare monthly Sales review deck for the entire Europe region.
• Ensure accuracy and up-to-dateness of all sales numbers in the review deck.
• Follow up with the Sales team to collect vernatim and compile them into the review deck.

Customer Business Review (CBR):

• Prepare CBR decks for 25 to 30 customers during the first week of the month.
• Ensure accuracy and up to date of all sales numbers in the CBR deck.
• Send CBR decks to respective salespersons.

Back Order Update:

• Pull back orders from the system and prepare backorder MIS.
• Send customer-wise MIS to customers at the beginning of each month.
• Follow up with customers to resolve any discrepancies in backorder numbers.

Payment Follow-up:

• Follow up with customers for payment in case of any discrepancies or non-response.

Export Data:

• Compile export data on a monthly basis and distribute it to respective sales teams.
• Analyse the data and highlight any growth or decline in competition.

General & Ad hoc Queries:

• Handle queries from customers regarding short quantity received, incorrect pricing, etc.
• Provide necessary information to customers on various topics such as product details, pricing, availability, lead time, etc.
• Send data to the Master Data team and verify Customer Master and pricing in the ERP system.

Requirements:

• Bachelor's degree in Business Administration, Marketing, or related field.
• Proven experience in sales operations or a similar role.
• Strong proficiency in Microsoft Office Suite, especially Excel.
• Excellent communication and interpersonal skills.
• Ability to multitask and prioritize tasks effectively.
• Attention to detail and problem-solving skills.
• Familiarity with ERP systems is a plus.