Billing & Customer Support Executive

Department

Billing / Accounts / Customer Support

Location - Thiruvananthapuram

Job Summary The Billing & Customer Support Executive will be responsible for managing day-to-day billing, order processing, customer support, and customer coordination activities.

The role involves preparing accurate invoices, processing customer orders, coordinating with sales and warehouse teams, responding to customer queries, handling complaints, and ensuring timely resolution of customer requirements.

The candidate should have good communication skills, computer knowledge, attention to detail, and the ability to coordinate effectively with distributors, hospitals, sales executives, and internal departments.

Key Responsibilities1. Billing & Invoicing

- Prepare accurate sales invoices based on approved customer orders.
- Process billing for distributors, retailers, hospitals, institutions, and other customers.
- Verify product name, quantity, rate, discount, GST, schemes, and applicable pricing before billing.
- Generate and share invoices with customers/distributors.
- Handle invoice corrections, cancellations, credit notes, and debit notes as per company procedures.
- Ensure timely and error-free billing.

2. Order Processing
- Receive and verify orders received from distributors, retailers, hospitals, and the sales team.
- Check product availability and coordinate with the warehouse before billing.
- Process orders and invoices within the required time frame.
- Coordinate with the dispatch team regarding invoice and delivery requirements.
- Follow up on pending orders and billing-related issues.

3. Customer Support
- Handle incoming customer and distributor enquiries through phone, WhatsApp, email, and other communication channels.
- Provide information regarding product availability, pricing, orders, invoices, schemes, and delivery status.
- Record and track customer complaints and service requests.
- Coordinate with the concerned department to resolve customer issues promptly.
- Follow up with customers to ensure satisfactory resolution.
- Maintain professional and courteous communication with all customers.
- Escalate unresolved or critical issues to the concerned manager.

4. Distributor & Retailer Coordination




- Maintain regular communication with distributors and key retailers regarding orders and billing.
- Coordinate regarding pending orders, stock requirements, delivery status, and invoice issues.
- Assist distributors/retailers with billing-related queries.
- Support the sales team in resolving customer and distributor requirements.
- Maintain proper records of customer communications and issues.

5. Sales Team Coordination
- Coordinate with Medical Representatives, Sales Executives, Area Sales Managers, and other field staff.
- Verify customer orders received through the sales team.
- Clarify discrepancies in product quantity, rate, discount, scheme, or customer details.
- Provide billing and order status updates to the sales team.
- Support the sales team with customer-wise billing information when required.

6. Complaint & Issue Management
- Receive and document customer complaints related to:
- Product availability
- Wrong/short supply
- Billing errors
- Damaged products
- Delivery delays
- Pricing/discount issues
- Product/service-related concerns
- Coordinate with Sales, Warehouse, Accounts, Purchase, and Management for resolution.
- Follow up until the complaint is properly closed.

7. Accounts & Documentation
- Maintain proper records of invoices, credit notes, debit notes, orders, and customer communications.
- Verify customer GST and billing details.
- Assist the Accounts team with customer-wise billing records.
- Support invoice reconciliation and documentation.
- Maintain organized digital and physical records.

8. Reports & MIS

Prepare and maintain

- Daily Billing Report
- Customer Order Report
- Pending Order Report
- Customer Complaint Report
- Complaint Resolution Status
- Customer-wise Sales/Billing Report
- Distributor-wise Billing Report
- Cancelled Invoice Report
- Credit/Debit Note Report
- Monthly Billing & Customer Support Summary

Customer Service Standards The employee is expected to:
- Respond to customer enquiries promptly.
- Maintain professional communication at all times.




- Ensure proper follow-up until customer issues are resolved.
- Avoid unnecessary delays in order and billing processing.
- Maintain accurate records of customer interactions.
- Escalate important issues without delay.

Required Qualifications
- Bachelor's degree / Diploma in Commerce, Accounting, Business Administration, or a related field preferred.
- Candidates with relevant billing/customer service experience will be considered.
- Basic knowledge of GST and invoicing procedures.

Required Skills
- Good communication and interpersonal skills.
- Good knowledge of MS Excel and MS Office.
- Experience with Tally, ERP, or billing software preferred.
- Good typing and data-entry skills.
- Strong attention to detail.
- Problem-solving and customer-handling skills.
- Ability to multitask and work under pressure.
- Positive telephone and WhatsApp communication etiquette.

Experience

1–3 years of experience in billing, customer support, accounts, pharmaceutical, medical distribution, healthcare, FMCG, or a related industry is preferred.

Freshers with good communication skills, computer knowledge, and basic accounting knowledge may also be considered.

Preferred Candidate Profile

Experience in any of the following will be an advantage:

- Pharmaceutical/medical distribution
- Billing and ERP operations
- Customer service

Key Performance Indicators (KPIs)

Billing

- Billing accuracy
- Timely invoice generation
- Reduction in billing errors
- Order-to-invoice processing time

Customer Support

- Response time to customer enquiries
- Complaint resolution time
- Customer satisfaction
- Follow-up effectiveness
- Number of unresolved/pending complaints

Coordination

- Timely coordination with Sales, Accounts, Warehouse, and Dispatch
- Accurate order processing
- Proper maintenance of customer records and reports

Working Relationship The employee will closely coordinate with:

Customers | Distributors | Retailers | Hospitals | Sales Team | Accounts Team | Warehouse | Dispatch Team | Purchase Team | Management

Salary

As per industry standards and based on experience and qualifications.

Employment Type

Full-Time

Pay: ₹15,000.00 - ₹22,000.00 per month

Benefits

- Leave encashment
- Paid sick time
- Provident Fund

Work Location: In person

📌 Billing Executive (Thiruvananthapuram)
🏢 ATOM LIFE HEALTHCARE AND RESEARCH PRIVATE
📍 Thiruvananthapuram