Roles & Responsibilities:
- Create sales orders in the system upon receipt of purchase orders, proforma invoices, or sample requisition forms through email or hard copy.
- Enter and update purchase order inputs in the order status tracker to prepare customer service reports and monitor delivery reliability.
- Coordinate with the Sales Team for creation of new customer/consignee codes and manage documentation such as drawings or TPI approvals.
- Upload quotations in coordination with the Sales Team as per the purchase order price and conditions.
- Circulate sales order details to the Planning Team and Sales Representatives.
- Send order confirmations to customers after receiving production schedules from Planning within stipulated timelines.
- Maintain regular communication with customers and internal teams for schedule optimization and order status updates.
- Prepare and circulate dispatch outward advice daily, based on confirmed delivery schedules.
- Coordinate with Quality Control (QC) and Outbound Logistics teams to ensure timely dispatch of materials and share dispatch confirmations with customers.
- Handle customer queries related to purchase orders, deliveries, and dispatches, ensuring prompt and accurate resolution.
- Prepare and maintain MIS reports for customer service activities including dispatch reliability, confirmed deliveries, order confirmation TAT, and ready-for-delivery status.
- Support activities related to the Quality Management System (QMS) and ensure process adherence.
- Coordinate with the Finance and Accounts Team for invoicing, credit notes, and payment-related documentation wherever required. Ensure accuracy and completeness of order-related documentation and records for audit readiness.
- Continuously identify process improvement opportunities to enhance customer experience and operational efficiency.
Experience:
- 25 years of experience in Customer Service, Sales Coordination, or Order Management (preferably in a manufacturing or pharmaceutical setup).
Competencies:
- Strong interpersonal and communication skills.
- Strong coordination and follow-up skills.
- Ability to handle multiple priorities with accuracy and attention to detail.
- Customer-centric approach with problem-solving attitude.
- Good understanding of sales order processing, dispatch documentation, and logistics workflows.
- Knowledge of ISO/QMS processes will be an added advantage.
- Proficiency in SAP System, MS Office (Excel, PowerPoint, Word), and Power BI for data management and reporting.
Skills:
- Proficiency in local languages and English, both written and spoken, to facilitate effective communication with employees and stakeholders.
- Team player with the ability to collaborate across functions.
