About Us:
MachfoxHydraulic and Lubrication SystemPvt.Ltd. is a leading manufacturing company specializing in advanced hydraulic and lubrication solutions. We are committed to delivering innovative products, exceptional customer service, and sustainable growth.
About the Role
We are seeking aCustomer Support Executiveto provide dedicated support for industrial clients within assigned regional zones. The role involvesassistingthe Customer Support Manager in managing customer queries, order follow-ups, after-sales support, and ensuring smooth communication between clients and internal teams.
Key Responsibilities
(a) Customer Service & Support
- Serve as the first point of contact for customers in the assigned regional zone.
- Handle customer queries, service requests, and minor escalations, escalatingmajor issuesto the Customer Support Manager.
- Maintain strong relationships with key regional clients to ensure high customer satisfaction.
- Track customer complaints and ensuretimelyresolution in coordination with internal teams.
(b) Order & After-Sales Coordination
- Assistin monitoring order status from initiation to delivery and update customers on progress.
- Coordinate with Production, Logistics, and Sales teams to ensure smooth order fulfilment.
- Support after-sales activities including warranty claims, service requests, and technicalassistance.
- Prepare regular updates and reports on customer feedback, order status, and operational issues for the Customer Support Manager.
- Ensure adherence to company policies, industrial standards, and quality requirements.
(c) Documentation & Reporting
- Maintain records for contracts, service requests, warranties, and customer interactions.
- Track regional customer feedback and complaints registers.
- Providetimelyinputs for regional performance reports.
Key Requirements
Educational Qualification:
- Diploma orBachelor's degree in Engineeringor a related technical field
Experience:
- 13 years in customer service or support roles, preferably in manufacturing or industrial sectors
- Basic understanding of production processes, supply chain, and industrial workflows
Skills & Competencies:
- Good communicationand interpersonal skills
- Customer-focused with strong problem-solving abilities
- Ability to coordinate effectively with cross-functional teams (Production, Logistics, Sales, Service)
- Basic knowledge of CRM tools and MS Office (Excel, Word)
- Organized and detail-oriented with good record-keeping skills
Ideal Candidate:
A proactive, customer-focused professional capable of managing client interactions and supporting regional operations while ensuring smooth coordination with internal teams.
