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Key Responsibilities:
A. Customer Relationship Management
- Develop and maintain strong professional relationships with existing customers.
- Act as the primary point of contact for customer enquiries, orders, requirements and follow-ups.
- Understand customer requirements and ensure timely communication to relevant internal departments.
- Regularly communicate order status, production status, dispatch schedules and delivery commitments.
- Conduct periodic customer follow-ups to understand satisfaction, upcoming requirements and business opportunities.
- Maintain professional and long-term relationships with key customers.
B. Order & Enquiry Management
- Receive and review customer enquiries, RFQs, POs and other commercial communications.
- Coordinate with the Sales/Commercial and Technical teams for preparation of quotations.
- Follow up on quotations and convert enquiries into orders.
- Verify customer PO details including product specification, quantity, price, delivery schedule, payment terms and other requirements.
- Ensure accurate and timely order entry and documentation.
- Monitor open orders and ensure commitments are communicated to customers.
C. Internal Coordination
- Coordinate closely all internal departs in Factory
- Ensure customer requirements are executed within committed timelines.
- Escalate delays, quality concerns,
capacity constraints or other customer-impacting issues to management.
D. Customer Complaint Management
- Receive and acknowledge customer complaints promptly.
- Coordinate with Quality and Production teams for investigation and corrective action.
- Ensure timely submission of investigation reports, CAPA/8D or other required responses.
- Maintain a proper record of customer complaints and their closure status.
- Follow up with customers to ensure satisfactory closure.
E. Sales & Business Development Support
- Identify opportunities for increasing business with existing customers.
- Track customer consumption, repeat orders and potential new product requirements.
- Follow up on current product enquiries, development projects and sampling requirements.
- Support management in identifying potential new customers and business opportunities.
- Maintain a database of prospects, enquiries, quotations and order conversions.
F. MIS & Reporting
Prepare and maintain regular reports covering:
- Customer-wise sales
- Order booking
- Pending orders
- Dispatch status
- Open enquiries
- Quotation status
- Order conversion
- Customer complaints
- New product development status
- Customer outstanding/payment status
- Customer-wise business potential
- Monthly sales projections / forecasts