Job Purpose and Scope:

Role: Customer Service & Sales Support - EU & AMEA

Functional Reporting: Sales

Function: Customer Service

Accountability:
Customer Satisfaction
Timely processing of customer orders
Timely delivery of support
SLAs around documentation, follow-ups, etc.
SLAs for returns and samples
Robust customer feedback on timely servicing
Inventory reconciliation

Key Accountabilities

Functional
Maintain regular contact/follow-ups with key stakeholder at the customer end
Develop connections with relevant internal teams to mobilize resources and obtain information promptly in order to provide differentiated service experience.
Receive, enter & acknowledge customer sales orders in SAP and provide tentative ship dates based on stock position; allocation inventory based on customer requirements such as batch sizes and shelf-life
Ensure timely delivery of products to customers
Ensure samples are arranged and dispatched to the customer on a timely basis
Prepare and provide sales order shipment documentation and ingredient technical documentation




Coordination with customers on special documentation requirements
Communication with sales reps & customers on all sales order related issues
Set up current customers in SAP via CRM Handling customer master updates via CRM (Cases for QA + quotations for regular supplies)
Ensure complete and comprehensive documentation of all customer related records
Provide Proforma invoices for prepay customers & manage accounts on credit hold with finance team for release
Maintain, track & raise request for bonus/rebate & discounts.
Support with monthly reports on accounts payable provisioning and weekly report for open orders
Ensure prompt follow up for customer payments / documentation
Support in the preparation of the monthly/ weekly dispatch plans & ensure adherence
Ensure dispatch & Shipment Monitoring until delivery track and scan completed order packs
Ensure data entry and detailed filing of all documents received
Back up support for team members for EU/AMEA Region

📌 Customer Service Sales Specialist Navi Mumbai
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