Key Responsibilities:

- Execute and manage the order entry and fulfillment process in compliance with internal policies and procedures.
- Oversee the full lifecycle of the customer portal process including onboarding, maintenance, offboarding, and cyber security compliance.
- Receive and process sample orders from customers or sales teams and coordinate with logistics for timely delivery.
- Collaborate with the sales team to convert sample orders into full product orders and report trends and insights.
- Develop and update sample order policies, monitor order progress, and communicate updates to stakeholders.
- Manage assigned customer accounts, proactively resolve issues, and ensure service levels are met.
- Strengthen customer relationships by understanding needs and gathering market intelligence.
- Align customer requirements with organizational capabilities to provide productive and cost-effective solutions.
- Support commercial strategies and key account management as part of the Client Account team.
- Ensure adherence to established processes, best practices, and service level agreements.
- Collaborate proactively with internal teams including Sales, Logistics, Planning, Controlling, and Production.
- Support onboarding and training for new Customer Service Representatives (CSRs).
- Participate as a Subject Matter Expert (SME) in cross-functional projects, automation initiatives, and system testing.
- Handle month-end reporting and maintain accuracy in customer and order-related data.

Key Activities:

- Enter and validate orders in SAP with accuracy and compliance.




- Communicate proactively with customers regarding order status per defined KPIs.
- Manage and resolve order processing or delivery-related issues.
- Maintain accurate and secure data on the customer portal, ensuring compliance with data protection standards.
- Conduct validation checks and data migration reviews for portal accuracy.
- Coordinate with warehouse teams to maintain optimal sample stock levels.
- Analyze costs and prepare annual cost-per-FTE estimates with stakeholder approvals.
- Support new customer portal implementation and compliance reviews.
- Track and report data migration and portal performance metrics to management.

Qualifications and Experience:

- Master's or Bachelor's degree in a relevant discipline.
- Minimum 5 years of experience in customer service, sales administration, or a related function.
- Experience in SAP Sales & Distribution and Materials Management modules (mandatory).
- Understanding of the order-to-cash process;

experience with ARIBA preferred.

- Familiarity with CRM Dynamics and MS Power Platform advantageous.
- Experience working with B2B customers in a global or regional setting.
- Strong analytical, problem-solving, and organizational skills.
- Excellent communication and collaboration abilities across multiple teams and functions.
- Strong Microsoft Office skills (Excel, PowerPoint, Visio, etc.).
- Ability to work under pressure and adapt to changing business priorities.
- Willingness to work flexible hours to support global time zones.

📌 Customer Portal & Sample Specialist (Mumbai)
🏢 Nouryon
📍 Mumbai