JOB DESCRIPTION

Customer Service Manager B2B

Company Name: VGO FOODS

Industry: Food & Beverage Fresh Cold-Pressed Juice Manufacturing

Department: Customer Service & B2B Operations

Position: Customer Service Manager – B2B

Location: Mira Road, Mumbai

Reports To: Business Head / Management

1. Job Purpose

To manage and strengthen relationships with B2B customers by ensuring accurate order processing, timely deliveries, effective complaint resolution, seamless coordination with internal departments, and proactive management of customer payment receivables. The role is responsible for delivering excellent customer service while maintaining operational efficiency and high customer satisfaction.

2. Key Responsibilities

A. B2B Customer Relationship Management

- Serve as the primary point of contact for assigned B2B clients, including hotels, restaurants, cafs, caterers, and corporate customers.
- Build and maintain strong, long-term customer relationships.
- Conduct regular customer follow-ups to assess satisfaction, identify concerns, and improve service quality.
- Communicate product availability, pricing, seasonal variations, and changes in product specifications.
- Maintain updated customer master data, contact lists, service requirements, and delivery instructions.

B. Order Management & Coordination

- Receive and process daily customer orders through email, WhatsApp, purchase orders, and other approved channels.
- Verify product variants, quantities, pack sizes, delivery dates, prices, and customer-specific requirements.
- Coordinate with the production, procurement, inventory, and dispatch teams to ensure order fulfilment.
- Monitor order changes, cancellations, urgent requirements, and short supplies.
- Ensure accurate order entry and timely communication of order confirmations.
- Track pending orders and resolve discrepancies between customer orders, dispatch quantities, and invoices.

C. Delivery & Dispatch Coordination

- Coordinate with production and logistics teams to ensure timely delivery of fresh juices under the required cold-chain conditions.
- Monitor daily dispatch schedules and communicate delivery updates to customers.
- Track shortages, delays, rejected deliveries, and delivery-related complaints.
- Ensure delivery challans, invoices, and proof-of-delivery records are maintained.
- Escalate recurring delivery issues and work with relevant teams to prevent reoccurrence.

D. Customer Complaints & Quality Coordination

- Record, acknowledge, investigate, and resolve customer complaints related to product quality, freshness, taste, packaging, leakage, quantity, and delivery.
- Coordinate with Quality Control (QC), production, and dispatch teams to investigate complaints.
- Maintain a customer complaint register with batch numbers, manufacturing dates, expiry dates, photographs, and corrective actions wherever applicable.
- Ensure timely submission of complaint responses and corrective and preventive action (CAPA) reports.
- Track complaint closure and obtain customer feedback on corrective measures.




- Escalate food safety concerns immediately to the Quality Assurance team and management.

E. Customer Payment Receivables Management

- Monitor customer outstanding balances, overdue invoices, credit limits, and payment commitments.
- Follow up with customer purchase, receiving, accounts payable, and finance teams for timely invoice processing and payment release.
- Coordinate invoice submission, purchase order matching, goods receipt confirmation, and resolution of billing discrepancies.
- Maintain an invoice-wise receivables tracker with due dates, ageing, payment commitments, and follow-up status.
- Obtain and reconcile payment advice to ensure receipts are mapped against the correct invoices.
- Prepare weekly outstanding reports and escalate overdue accounts to management.
- Coordinate with the internal finance team to resolve deductions, debit notes, rate discrepancies, and pending credit notes.
- Support credit-control measures and communicate with management regarding customers with persistent payment delays.

F. Billing & Documentation

- Coordinate timely and accurate invoice generation and submission.
- Verify that invoices reflect approved rates, quantities, GST details, purchase order references, and applicable customer requirements.
- Maintain records of purchase orders, rate contracts, revised price lists, delivery challans, invoices, and payment confirmations.
- Follow up on missing purchase orders, goods receipt notes, invoice acknowledgements, and other supporting documents.
- Ensure customer documentation is organised and readily available for audits and reconciliation.

G. Internal Coordination

- Act as a communication link between customers and the sales, production, procurement, inventory, QC, dispatch, and finance teams.
- Share daily order forecasts and customer-specific requirements with production and planning teams.
- Communicate raw material shortages, seasonal fruit quality variations, and product unavailability to customers in a timely and professional manner.
- Coordinate with management for pricing approvals, credit extensions, special requests, and service recovery decisions.
- Participate in daily operational reviews and weekly customer service and receivables meetings.

H. Reporting & Performance Monitoring

- Prepare daily order status and dispatch reports.
- Maintain customer-wise sales, complaint, return, rejection, and receivables records.
- Prepare weekly and monthly reports covering:

- Order fulfilment and delivery performance.
- Customer complaints and resolution timelines.
- Invoice submission and payment collection status.
- Outstanding receivables and ageing analysis.
- Customer retention and satisfaction.
- Product returns, rejections, and service-related losses.





- Identify recurring issues and recommend process improvements.

3. Key Performance Indicators (KPIs)

The performance of the Customer Service Manager will be evaluated on the following parameters:

1. Order Accuracy: Percentage of orders processed correctly.
2. On-Time Delivery: Percentage of customer orders delivered within the committed time.
3. Complaint Resolution: Timely acknowledgement, investigation, and closure of complaints.
4. Receivables Management: Reduction in overdue receivables and adherence to agreed payment terms.
5. Invoice Accuracy: Reduction in billing errors and invoice rejections.
6. Customer Satisfaction: Customer feedback, retention, and repeat business.
7. Documentation Compliance: Accuracy and completeness of customer and transaction records.
8. Internal Coordination: Timely communication and resolution of operational issues.

4. Qualifications & Experience

- Graduate in Commerce, Business Administration, Hospitality Management, or a related field.
- 3–5 years of experience in B2B customer service, order management, or client relationship management.
- Experience in food and beverage, FMCG, hospitality supply, or manufacturing will be preferred.
- Practical experience in customer payment follow-ups, receivables management, invoice reconciliation, and complaint handling.
- Working knowledge of MS Excel, email communication, ERP systems, and order management processes.

5. Required Skills & Competencies

- Excellent verbal and written communication skills.
- Solid customer relationship management and problem-solving abilities.
- Good numerical skills and understanding of invoices and receivables.
- Ability to manage multiple customer accounts and daily orders.
- Strong follow-up, coordination, and escalation management skills.
- Proficiency in MS Excel, including filters, lookups, pivot tables, and reporting.
- Attention to detail and commitment to accurate documentation.
- Ability to work under pressure in a time-sensitive manufacturing and dispatch environment.
- Professional handling of customer complaints and sensitive commercial discussions.

6. Working Relationships

Internal: Business Development, Production, Procurement, Inventory, Quality Control, Dispatch, Accounts and Finance.

External: Hotel procurement teams, chefs, receiving departments, accounts payable teams, restaurant managers, caf owners, and other B2B customers.

7. Expected Outcomes

- Smooth and accurate execution of daily customer orders.
- Consistent and reliable customer service and delivery coordination.
- Faster resolution of quality and service complaints.
- Improved invoice processing and reduced overdue customer receivables.
- Stronger customer relationships and improved customer retention.
- Better coordination between customer requirements and factory operations.

Note: The Customer Service Manager is expected to take end-to-end ownership of customer coordination, order execution, service recovery, and payment follow-ups while ensuring that all food safety and quality concerns are promptly escalated to the responsible QC/QA personnel.

📌 Customer Service & Business Development Manager (Mumbai)
🏢 VGO Foods
📍 Mumbai