We are seeking a proactive and detail-oriented Customer Service Executive to support day-to-day customer operations, order management, and commercial coordination. The role requires strong follow-up skills, customer communication, and cross-functional coordination to ensure smooth execution of customer-related processes and high service levels.
Key Responsibilities
Customer Account Management
- Prepare, send, and follow up on customer Statement of Accounts (SOA).
- Coordinate with customers on outstanding balances, reconciliations, and account-related queries.
- Maintain regular communication with customers to ensure timely closure of pending matters.
Agreement & Documentation Tracking
- Track customer agreements, contracts, and commercial documents.
- Ensure agreements are signed, updated, and maintained within agreed timelines.
- Coordinate internally and externally for pending approvals and documentation follow-ups.
Promotions & Commercial Support
- Communicate promotional activities and schemes to customers.
- Retrieve and consolidate sell-out data from customers for promotional validation.
- Verify promotional claims against agreed terms and supporting documents.
- Coordinate internally for credit note creation and approval.
- Share approved credit notes with customers and follow up for acknowledgement and closure.
Order Management & Delivery Coordination
- Monitor customer orders from placement until delivery completion.
- Track delivery timelines and coordinate with logistics/warehouse teams to resolve delays or issues.
Order Hold Management
- Review and monitor orders placed on hold due to operational or financial reasons.
- Coordinate with internal stakeholders to resolve issues and release blocked orders promptly.
- Ensure smooth order flow while maintaining compliance with company policies.
Qualifications & Skills
- Strong communication and follow-up skills.
- Good analytical and problem-solving abilities.
- Proficiency in Microsoft Excel.
- Ability to manage multiple tasks and work under deadlines.
- Strong attention to detail and organizational skills.
Preferred Competencies
- Customer-centric mindset.
- Strong coordination and stakeholder management skills.
- Ability to work independently and collaboratively within teams.
- Experience in FMCG, healthcare, or distribution industries is an advantage.
