Key Responsibilities:
- Oversees and monitors the customer service operations and act as primary liaison with MSA customers for routine supply chain operations, order status updates, and issue resolution. Attend compliance, and process enhancement trainings; implement relevant initiatives at the plant level for team in DIFS.
- Maintain and track OTD (On-Time Delivery) targets, coordinating reviews with internal teams such as Operations, quality, Finance logistics etc.
- Maintain all commercial correspondence and serve as the first point of contact for assigned customers. Coordinate with global pricing team for updating of pricing in system.
- Plans and establishes day-to-day objectives for team for managing end-to-end order booking and execution processes, including supply chain planning for assigned MSA customers.
- Assigns tasks to a team to achieve operational targets (example- set TAT for order booking in system from customer portals and timely response to queries and effective resolutions without escalations).
- Support sales team in achieving monthly, quarterly,



and annual sales targets through seamless order management and customer coordination.
- Manage end-to-end order booking and execution processes.
- Share invoices and dispatch details with customers and ensure alignment on delivery schedules.
- Attend global SCM, compliance, and process enhancement trainings; implement relevant initiatives at the plant level for assigned business units.
- Monitor order availability, production schedules, and supply status, ensuring timely communication with customers.
- Coordinate with Import and Logistics teams for availability of imported materials and with PPC, Purchase, and Logistics teams for local parts.
- Handle customer quality concerns, in-transit losses, and damage claims in collaboration with Quality and Logistics teams.
- Ensure timely receipt of monthly schedules from customers and followed up proactively to avoid disruptions.
- Process credit notes and coo

📌 Specialist Customer Service (Gurugram)
🏢 Donaldson India Filter Systems
📍 Gurugram