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Executive Order Fulfillment & Customer Service

Executive Order Fulfillment & Customer Service

Selligence Solutions

2 - 3 years

2 - 4 Lacs

bengaluru

Posted:3 weeks ago| Platform:

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Skills Required

order management supply chain root cause analysis pharma customer support customer service sales process customer service executive auditing logistics

Work Mode

Work from Office

Job Type

Full Time

Job Description

Executive Order Fulfillment Customer Service

Position is responsible for executing order fulfillment and handling customer support for customers

across Lab Chemicals, Pharma Excipients, Aqua and Food segments. Responsibility encompasses making new order entries, inspecting shipments, coordinating with logistics for ensuring timely

dispatch and delivery, handling complaints for resolution and executing sales orders with the aim ofachieving customer satisfaction. Position requires working in close coordination and collaboration with other departments within commercial function as well as with quality, supply chain, warehouse, logistics and operations teams.

Key Duties Responsibilities

Receive orders from Lab Chemicals, Pharma Excipients, Aqua and Food business verticals and
punch into the system for production and delivery; obtain approvals on pricing where required.

Maintain zero-defect situation in order management and provide necessary information ondelayed or cancelled orders in the system.
Engage with customers for post-sales transactional matters to understand their experience and
concerns; design and deploy solutions to address customer concerns and develop systems toensure lessons learned are incorporated in customer service processes for better output.
Respond promptly to customer inquiries by providing information on the order status. Liaison with
supply chain and logistics team to get updates and keep customers informed of dispatch and delivery plans.
Acknowledge and resolve customer complaints promptly under information to concerned sales
managers. Support in conducting root cause analysis to understand reasons of poor customer experience and implement corrective actions.
Liaison with quality, supply chain, marketing teams to provide quick resolution of customers complaints.
Develop thorough knowledge and understanding of company s product portfolio including productapplication to be able to answer customer queries.
Keep records of customer interactions, transactions, comments, and complaints for audit andtraining purposes.
Compute and collate data to track performance of customer support team by feeding data into
KPIs that indicate health and effectiveness of customer service. poor sales engagement

Education and Experience

Graduate, preferably in Science / Chemistry
2-3 years of experience working in customer service and support environment in small-mid size
product company with wide range of products, preferably in chemical, pharmaceutical or manufacturing industry.

Functional/Technical Competencies Skillsets

Basic knowledge of sales process.
Ability to manage multiple tasks simultaneously and work in high pressure environment.
Effective verbal, written communication skills.
Ownership and accountability with high sense of customer service and orientation.
Ability to analyze data and prepare reports.

Behavioral Competencies

Customer intimacy: Ability to understand what value your customer wants and how you can
deliver it.
Simplify Act with urgency: Critique existing practices / systems for ease of implementation and
be responsive.
Global mindset: Individual qualities, communication skills, and actionable knowledge that
influences multicultural individuals, groups, and organizations.
Act as owner: Demonstrate ownership of resources and decisions, be empowered to drive
business outcomes.
Adapt to change: Comfort of working in ambiguous and rapidly changing work
environment, displaying willingness and positive attitude

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Executive Order Fulfillment & Customer Service