– Internal Support Specialist

Department: Internal Support / Sales & Service Coordination

Position: Internal Support Engineer

Reports To: Department Head

Location: Vadodara, Gujarat

1. Job Purpose To provide effective internal coordination and administrative support to Sales, Service, Calibration, Purchase, Finance and Management teams, ensuring timely and accurate processing of customer requirements, quotations, orders, service activities, documentation and information.

The Internal Support Team acts as a central coordination point between customers, internal departments, suppliers/principals and field engineers.

2. Key Responsibilities

A. Customer Inquiry & Requirement Handling

- Receive and register customer inquiries through email, phone, SFDC, Google Forms and other channels.
- Understand customer requirements and forward them to the appropriate Sales / Service / Technical team.
- Maintain inquiry status and ensure timely response.
- Follow up on pending customer requirements.
- Maintain proper records of customer communication.

B. Quotation Preparation & Submission

- Prepare quotations based on approved pricing and commercial terms.
- Coordinate with Sales / Service / Technical teams for technical and commercial inputs.
- Verify:
- Product / Part Number
- Quantity
- Price
- GST / Taxes
- Freight
- Delivery period
- Payment terms
- Warranty
- Validity
- Submit quotations to customers within the committed timeline.
- Maintain quotation records and status.

C. PO Processing

- Receive and verify customer Purchase Orders.
- Cross-check PO against quotation / offer.
- Verify price, quantity, part number, taxes, payment terms and delivery requirements.
- Coordinate with concerned department in case of discrepancies.
- Process PO internally and initiate further action.
- Maintain PO Tracker / Order Status Tracker.

D. Service & Calibration Coordination

- Coordinate with Service Engineers for:
- Installation
- Breakdown service
- Preventive maintenance
- Calibration
- AMC
- Warranty service
- Prepare and issue service-related quotations.
- Coordinate service schedules with customers and engineers.
- Follow up for service reports, calibration certificates and other documents.
- Monitor pending service/calibration activities.
- Maintain service and calibration status reports.

E. Warranty Claim Coordination

- Coordinate warranty claims with the Principal / Manufacturer.
- Prepare and submit required warranty documentation.
- Follow up for warranty approval.
- Track material dispatch / replacement status.
- Maintain warranty claim records.
- Ensure timely communication to the concerned customer / service engineer.

F. Purchase & Vendor Coordination

- Raise Purchase Requisitions (PR) as required.
- Coordinate with Purchase Department for material procurement.
- Follow up on material availability and delivery.




- Coordinate with vendors / principals for quotations, order status and technical information.
- Track critical and long-lead items.
- Escalate delayed material deliveries.

G. Principal / Manufacturer Coordination

- Coordinate with principals such as manufacturers / international suppliers for:
- Product information
- Technical clarification
- Quotations
- Spare parts
- Warranty
- Calibration
- Training
- Shipment status
- Documentation
- Ensure information received from the Principal is communicated to the appropriate internal team.

H. Information Movement & Internal Coordination Ensure timely movement of information between:

Customer → Sales → Internal Support → Service / Technical → Purchase / Principal → Customer

- Ensure no important inquiry, quotation, PO, service request or customer communication remains unattended.
- Maintain proper follow-up until closure.

I. Dispatch & Logistics Coordination

- Coordinate dispatch planning with Stores / Logistics.
- Verify dispatch requirements and customer instructions.
- Coordinate with transporter / courier for shipment.
- Obtain and share docket / tracking details.
- Follow up for delivery confirmation.
- Maintain dispatch records.

J. Documentation & Record Management Maintain accurate and updated records of:

- Customer inquiries
- Quotations
- Purchase Orders
- Service orders
- Calibration orders
- AMC records
- Warranty claims
- PR / PO records
- Dispatch details
- Customer communication
- Principal correspondence
- Pending activity trackers

Ensure documents are properly filed and easily retrievable. K. Follow-up & Pending Work Management

- Maintain daily / weekly pending work tracker.
- Follow up with concerned team members for pending activities.
- Highlight overdue activities to the reporting manager.
- Maintain commitment dates and expected completion dates.
- Ensure timely closure of assigned activities.

L. Customer Communication

- Communicate professionally with customers through email and telephone.
- Provide order / service / calibration status updates.
- Coordinate customer requirements with Sales and Service teams.
- Handle routine customer queries and escalate technical/commercial matters appropriately.
- Maintain positive customer relationships.

3. Key KRAs

KRA

Responsibility

Inquiry Management

Timely registration and response

Quotation

Accurate & timely quotation submission

PO Processing

Accurate PO verification and processing

Service Coordination

Effective engineer/customer coordination





Calibration Coordination

Scheduling, follow-up & documentation

Warranty

Timely claim submission and follow-up

Information Movement

Timely communication between departments

Pending Work

Regular follow-up and closure

Dispatch

Timely dispatch coordination

Documentation

Accurate and complete records

Customer Handling

Professional and timely communication

Principal Coordination

Effective communication & follow-up

4. Key KPIs

KPI

Suggested Target

Quotation submitted within committed timeline

≥ 95%

PO processing accuracy

≥ 98%

Inquiry acknowledgement

Within 1 working day

Pending work follow-up

100%

Customer communication response

Within committed timeline

Service schedule coordination

≥ 95% on time

Calibration documentation

≥ 98% accuracy

Warranty claim documentation

100% complete

Dispatch coordination accuracy

≥ 98%

Data / tracker accuracy

≥ 98%

Overdue activity escalation

100%

Customer complaints due to internal coordination

Minimum

5. Daily Activities

- Check emails and new inquiries.
- Review pending quotations.
- Process / verify received POs.
- Check pending service and calibration activities.
- Follow up with engineers, customers, vendors and principals.
- Update trackers / ERP / SFDC.
- Coordinate dispatches.
- Monitor warranty cases.
- Escalate critical pending matters.
- Prepare daily status updates wherever required.

6. Weekly Activities

- Review pending quotation list.
- Review open PO / order status.
- Review pending service & calibration activities.
- Review warranty claims.
- Review dispatch status.
- Follow up on long-pending customer requirements.
- Share weekly pending / closure report with management.
- Identify recurring delays and recommend process improvements.

7. Required Skills

- Strong coordination and follow-up skills.
- Good written and verbal communication.
- Good knowledge of MS Excel, Word, Outlook and ERP/SAP.
- Ability to manage multiple activities simultaneously.
- Robust attention to detail.
- Customer-oriented approach.
- Good documentation and record-keeping skills.
- Ability to prioritize urgent requirements.
- Problem-solving and escalation skills.
- Teamwork and cross-functional coordination.

8. Key Behavioural Competencies Accuracy | Ownership | Follow-up | Responsiveness | Teamwork | Customer Focus | Time Management | Communication | Confidentiality | Problem Solving

Pay: ₹11,191.24 - ₹45,875.33 per month

Benefits

- Health insurance
- Provident Fund

Application Question(s):
- Do you have experience to review and prepare Quotations?
- Do you have experience to review and prepare POs(Purchase Orders)?
- Do you have experience to communicate effectively with Customers, Vendors, Engineers and coordinate with the Service and Sales Teams?

Work Location: In person

📌 Internal Support Team Specialist (Vadodara)
🏢 Shreedhar Instruments
📍 Vadodara