* Handle post-order client servicing from order confirmation until completion.
- Coordinate with internal departments to ensure smooth execution of client requirements.
- Keep clients updated about order status, dispatch, delivery and other commitments.
- Handle client queries and coordinate internally for quick resolution.
- Maintain a systematic record of client issues and their closure.
1. Order & Sales Operations
* Process and coordinate incoming client orders.
- Coordinate quotations, order confirmations and related documentation.
- Ensure all post-order activities are tracked through the defined process/FMS.
- Follow up with relevant departments for pending activities.
- Ensure no client requirement or commitment is missed.
1. Follow-Up & Coordination
* Maintain daily follow-up lists.
- Follow up with production, dispatch, accounts, logistics and other departments as required.
- Track pending tasks until completion.
- Escalate delays or unresolved issues to the appropriate person.
- Maintain clear records of every important client commitment.
1. Collections
* Coordinate and follow up for outstanding customer payments as per company policy.
- Maintain payment follow-up records.
- Coordinate with Accounts and Sales wherever required.
- Ensure payment-related commitments are tracked and followed up systematically.
1. CRM & Client Database
* Maintain an updated client database.
- Ensure client information, order history, communication and pending matters are properly documented.
- Keep the CRM/data system accurate and up to date.
- Ensure important client information is available to the relevant team members.
- Order status
- Delivery status
- Payment follow-ups
- Client complaints/queries
- Pending actions
- Repeat business opportunities
WHAT WE ARE LOOKING FOR The ideal candidate should be:
- Extremely positive at follow-up
- Highly organized and systematic
- Good at documentation
- Comfortable working with Excel / Google Sheets / CRM software
- Good communication skills
- Able to coordinate with multiple departments
- Responsible for completing tasks rather than merely forwarding them
- Proactive in identifying pending work
- Calm and professional while handling clients
- Detail-oriented
- Comfortable working with processes, checklists and MIS
- Willing to take ownership and accountability
IMPORTANT PERSONALITY TRAITS
Follow-up ability is the #1 requirement.
You should be someone who does not need to be reminded repeatedly.
If you say
“I will check and get back to you.”
—you must actually check, follow up and get back.
We are looking for someone who enjoys bringing clarity, control and closure to pending work.
QUALIFICATION
- Graduate in any discipline
- 2–5 years of relevant experience in CRM, customer service, client servicing, sales coordination, order management or similar roles.
- Strong working knowledge of MS Excel / Google Sheets.
- Experience with CRM software will be an advantage.
SUCCESS IN THIS ROLE WILL BE MEASURED BY
- Percentage of client issues closed on time
- Follow-up completion rate
- Order processing accuracy
- Reduction in pending client issues
- On-time communication with clients
- Collection follow-up effectiveness
- Accuracy of CRM/client database
- Timely submission of MIS
- Client satisfaction and repeat-business support