Customer Service Executive

Designation:  Customer Service Executive

Company:  US Based MNC

Location: Ghansoli, Navi Mumbai

Qualification: Minimum Graduates & Good Command Over English Speaking & Writing.

Experience:  Minimum 3 years

Key Behaviour’s & Skills Required:

Customer-Centric Approach: Prioritizing customer needs and ensuring satisfaction.
Hands-On & Follow-Ups: Proactively tracking and completing open tasks within deadlines.
Go-Getter & Self-Starter: Taking initiative and driving tasks to completion without constant supervision.
Strong Communication Skills: Proficiency in English (both written & spoken).
Technical Proficiency: Strong skills in MS Office (Excel, Word, Outlook).
Multi-Tasking Ability: Handling multiple responsibilities efficiently.
Work Under Pressure: Managing workloads and meeting timelines.

Key Responsibilities:

1. Order & Inquiry Management:

o Receive and process customer inquiries/orders.

o Verify if the inquiry/order is for an existing or new item.

o Coordinate with the product development team for approval status, costing, and global selling price for new inquiries.

o Work with the sales manager to finalize the selling price based on cost, global sell price, and required conversions.

2. Order Processing & System Updates:

o Ensure new item codes are approved by the concerned manager before adding them to SAP.

o For new customers, collect and process KYC and GST certification, seek approval from the sales manager, and coordinate with the accounts team for SAP registration.

o Arrange Proforma Invoices (PIs) upon order confirmation and share them with customers in coordination with Customer Support team.

o Request layout generation from the design team (if required) and obtain customer approval.

3. Production Coordination:

o Release orders in the system and notify the production team for processing.

o Follow up with the production manager for estimated delivery dates, especially for urgent orders.

4. Customer Follow-Ups:

o Prepare and share order summary reports with customers.

o Track and follow up on purchase orders for credit customers.

o Coordinate with the credit control team for overdue and outstanding payments.

5. Logistics & Shipment Coordination:

o Work with the logistics team to ensure timely shipment of goods.

o Follow up on AWB details and delivery status.

6. Forecasting & Reporting:

o Follow up with customers for seasonal projections to facilitate advance raw material (RM) bookings.

o Prepare and share reports such as order summaries and invoice reports with the overseas team and HODs.

o Track and manage new and approved code orders with customers and sales teams.

Required Skills & Qualifications:

• Strong communication and coordination skills.
• Good Knowledge of MS Office (Excel, Word, Outlook).
• Experience in order processing, logistics coordination, and customer follow-ups.
• Ability to manage multiple tasks and meet deadlines.
• Problem-solving skills and attention to detail.