Customer Support Officer (Assistant Manager/Deputy Manager)

Role & responsibilities

1. Order Management & Processing

• Handle

  end-to-end order processing

  from receipt of customer PO to order closure in ERP (SAP / Oracle or similar).
• Validate pricing, product specifications, delivery terms (Incoterms), and payment terms before order booking.
  
• Coordinate with

  Sales, Planning, Production, Quality, and Finance

  teams to ensure order feasibility.
• Monitor order status and ensure

  on-time dispatch and delivery

  .

2. Customer Handling & Coordination

• Act as the

  single point of contact

  for assigned domestic and export customers.
• Manage regular customer communication regarding:
  
• Order confirmation
  
• Delivery schedules
  
• Dispatch details
  
• Documentation
  
• Payment follow-ups (coordination with finance)
  
• Handle customer queries, complaints, and escalations professionally and ensure timely resolution.
  
• Build strong customer relationships to support long-term business continuity.
  

3. Export Documentation & Compliance

• Prepare and review

  export documentation

  , including:
• Commercial Invoice
  
• Packing List
  
• Bill of Lading / Airway Bill
  
• Certificate of Origin
  
• MSDS / COA
  
• Insurance documents
  
• Export declarations and statutory forms
  
• Ensure compliance with

  DGFT, customs, FEMA, and country-specific regulations

  .
• Coordinate with

  CHA, freight forwarders, shipping lines, and banks

  for smooth export execution.
• Support LC, DP, DA, and advance payment transactions in coordination with finance.
  

4. Logistics & Shipment Management

• Coordinate with logistics providers for

  road, sea, and air shipments

  .
• Optimize shipment planning to achieve

  cost efficiency and timely delivery

  .
• Track shipments and proactively manage delays, damages, or transit issues.
  
• Ensure compliance with

  hazardous chemical handling and transportation norms

  .

5. Internal Coordination & Reporting

• Liaise with

  Planning & Production

  to align dispatch schedules with manufacturing plans.
• Maintain accurate records of orders, dispatches, documentation, and customer communication.
  
• Prepare periodic MIS reports on:
  
• Order fulfillment
  
• Delivery performance
  
• Customer issues
  
• Export shipments
  
• Support audits and internal controls related to customer service and exports.
  

Key Skills & Competencies

• Strong knowledge of

  order processing and customer service operations

• Hands-on experience in

  export documentation and logistics

• Understanding of

  chemical industry regulations and compliance

• Proficiency in

  ERP systems (SAP preferred)

  and MS Excel
• Excellent communication and coordination skills
  
• Ability to work independently with minimal supervision
  
• Problem-solving mindset and attention to detail

Preferred candidate profile

• High accuracy in order processing and documentation
  
• Timely dispatch and delivery performance
  
• Strong customer satisfaction and relationship management
  
• Compliance with export and regulatory requirements