Role & responsibilities
Handle customer enquiries through phone, email, and other communication channels.
Receive, verify, and process customer purchase orders.
Coordinate with Sales, Production, Planning, Warehouse, QA, QC, Finance, and Logistics for order fulfilment.
Provide customers with order status, dispatch details, delivery schedules, and documentation.
Maintain accurate customer master data and order records.
Prepare and share quotations, order confirmations, invoices, delivery documents, and other required documents.
Track pending orders and proactively communicate delays or changes to customers.
Receive and coordinate customer complaints with the QA/QC and concerned departments.
Maintain complaint records and ensure timely follow-up and closure.
Coordinate product returns, replacements, shortages, damages, and other customer-related issues.
Support sales teams with customer information, order status, reports, and follow-ups.
Monitor OTIF (On-Time In-Full)



delivery performance and escalate exceptions.
Coordinate with logistics partners for timely shipment and delivery.
Ensure customer communication is skilled, accurate, and aligned with approved company procedures.
Maintain confidentiality of customer, product, pricing, and company information.
Follow applicable GMP, GDP, SOP, quality, and compliance requirements, wherever applicable.
Prepare daily, weekly, and monthly customer service reports.

Preferred candidate profile
Customer relationship management
Robust communication and interpersonal skills
Order and documentation management
Problem-solving and follow-up skills
Coordination with cross-functional teams
Attention to detail
Time management
ERP/SAP knowledge
Complaint-handling skills
Understanding of pharma quality/compliance practices

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