Job Description

Key Duties & Responsibilities - Receive orders from Lab Chemicals, Pharma Excipients, Aqua and Food business verticals and punch into the system for production and delivery; obtain approvals on pricing where required. - Maintain zero-defect situation in order management and provide necessary information on delayed or cancelled orders in the system. - Engage with customers for post-sales transactional matters to understand their experience and concerns; design and deploy solutions to address customer concerns and develop systems to ensure lessons learned are incorporated in customer service processes for better output. - Respond promptly to customer inquiries by providing information on the order status. Liaison with supply chain and logistics team to get updates and keep customers informed of dispatch and delivery plans. - Acknowledge and resolve customer complaints promptly under information to concerned sales managers. Support in conducting root cause analysis to understand reasons of poor customer experience and implement corrective actions. - Liaison with quality, supply chain, marketing teams to provide quick resolution of customers' complaints. - Develop thorough knowledge and understanding of company's product portfolio including product application to be able to answer customer queries. - Keep records of customer interactions, transactions, comments, and complaints for audit and training purposes. - Compute and collate data to track performance of customer support team by feeding data into KPIs that indicate health and effectiveness of customer service. poor sales engagement. (ref:updazz.com)

Skills Required