Job Description

JOB DESCRIPTION - Customer Service Representative (CSR)

1. Job Purpose

To provide excellent customer service by managing order processing, coordinating with sales & logistics teams, supporting dealers/distributors, and ensuring timely supply of automotive products and spare parts.

2. Key Responsibilities

A. Customer Interaction & Support

Serve as the primary point of contact for dealers, distributors, workshops, and OEM customers. Respond promptly to customer inquiries regarding product availability, pricing, lead times, and order status. Handle calls, emails, WhatsApp messages, and portal-based customer queries. Maintain a strong understanding of automotive products, spare parts, and catalog references.

B. Order Management

Process customer purchase orders in SAP/ERP with accuracy. Coordinate with warehouse and dispatch teams for timely order picking, packing, and delivery. Prepare and share order acknowledgements, proforma invoices, and backorder reports. Monitor order status and ensure customers receive timely updates. Track and coordinate urgent, high-priority, or breakdown orders.

C. Inventory & Product Coordination

Check daily stock availability and update customers/sales teams. Coordinate with procurement for out-of-stock, replenishment, and fast-moving automotive parts. Handle NPI (new product introduction) info and share catalog updates with customers.

D. Complaint Handling & Resolution

Register and manage customer complaints regarding delays, shortages, damaged items, or incorrect parts. Coordinate with QC, warehouse, sales, and logistics to resolve issues quickly. Maintain complaint logs and ensure closure within defined timelines.

E. Documentation & Reporting

Maintain customer master data, order logs, and communication records in ERP/CRM. Prepare daily, weekly, and monthly MIS reports (order status, sales support, backorders, etc.). Support the sales team with quotations, pricing, and customer history reports.

3. Skills & Competencies

Strong communication skills (written & verbal). Excellent product coordination and customer-handling skills. Knowledge of automotive spare parts / automotive distribution (preferred). Experience with SAP/ERP order management. Ability to handle high-volume orders and multi-task efficiently. Strong follow-up, coordination, and problem-solving skills. Proficiency in MS Excel, Word, and Outlook.

4. Qualifications & Experience

Graduate in Commerce/Business/Engineering. 1-4 years of experience in Customer Service / Sales Coordinator roles. Experience in automotive distribution, spare parts trading, or OEM supply chain preferred.

5. Personal Attributes

Customer-focused and proactive. Good product understanding and attention to detail. Team player with a sense of urgency. Ability to work under pressure and with tight deadlines.

6. Key Performance Indicators (KPIs)

Customer satisfaction ratings. Order accuracy and on-time order processing. Turnaround time for queries and complaint resolution. Reduction in pending/backorder complaints. Coordination efficiency with warehouse and logistics.
Job Types: Full-time, Permanent

Pay: ?300,000.00 - ?600,000.00 per year

Benefits:

Health insurance Provident Fund
Application Question(s):

Current CTC Expected CTC
Work Location: In person