Job Description

Designation:

Customer Order Processing Executive

Location :

Thane

Job Purpose:

The Customer Order Processing Executive will be responsible for

receiving customer orders, punching them accurately in the system, ensuring SOP compliance

, and acting as the first point of contact for order-related queries and basic customer complaints

Major Accountabilities:

1. Order Handling & Data Entry

a. Receive customer orders via email, WhatsApp, portal, or phone.

b. Accurately punch orders into the WMS/ERP system within defined timelines.

c. Verify order details, pricing, SKU availability, and customer codes.

2. SOP Compliance & Approvals

a. Check each order against the defined SOP (credit limit, documentation, pricing approvals, product restrictions, licences, etc.).

b. Route orders for necessary approvals (sales, finance, regulatory, etc.).

c. Place orders on hold if SOP requirements are not met and update customers / internal teams.

3. Coordination & Tracking

a. Coordinate with sales, warehouse, finance, and supply chain teams for order updates.

b. Track order status until dispatch and proactively update customers if required.

4. Customer Complaints & Communication

a. Receive customer complaints related to orders, dispatch, shortages, delays, documentation, etc.

b. Log complaints and forward them to relevant departments for resolution.

c. Follow up internally to ensure closure and update the customer.

5. Documentation & Reporting

a. Maintain order logs, hold reports, and approval trackers.

b. Support preparation of daily order status/MIS reports.

Key Performance Indicators (KPIs)

Order Accuracy:

% of orders punched without errors

Order Processing TAT:

Time taken from receiving order to punching/approval

SOP Compliance:

% of orders checked as per SOP (credit limit, documents, pricing)

Hold Orders Accuracy:

% of orders put on hold for valid reasons

Complaint Handling TAT:

Time taken to log & forward customer complaints

Daily Tracker Accuracy:

Accuracy of order logs and daily MIS

Skills & Competencies Required

Polite & people management skills Knowledge of Excel and ERP WMS/ERP system experience Diligent and meticulous for following system Strong communication & coordination skills Ability to handle pressure and meet timelines

Qualifications & Experience

2-3 years experience in order processing/customer service.

Good command of Excel (VLOOKUP, Pivot, formulas).

Basic knowledge of ERP/WMS.

Strong communication & coordination skills.

Detail-oriented and process-driven.

Job Type: Full-time

Pay: ₹15,000.00 - ₹28,614.24 per month

Work Location: In person