Key Responsibilities:

1. Customer Order Management

- Handle customer enquiries, order confirmations, and order processing.
- Coordinate with sales teams to ensure accurate order execution.
- Verify product availability, pricing, delivery schedules, and customer requirements.
- Monitor pending orders and ensure timely order fulfillment.
- Maintain accurate customer order records.

2. Customer Communication & Support

- Respond promptly to customer enquiries through email and telephone.
- Provide regular updates regarding order status, shipment tracking, and delivery timelines.
- Handle customer complaints professionally and ensure timely resolution.
- Coordinate with customers regarding delivery issues, shortages, damaged products, and documentation requests.
- Maintain solid customer relationships through effective communication.

3. Warehouse & Logistics Coordination

- Coordinate with warehouse teams for order picking, packing, and dispatch.
- Monitor daily shipments and delivery performance.
- Coordinate with courier and logistics partners for timely deliveries.
- Follow up on delayed shipments and resolve delivery-related issues.
- Track proof of delivery (POD) and shipment discrepancies.

4. Sales & Internal Coordination





- Work closely with sales, warehouse, finance, and logistics departments.
- Coordinate customer requests for invoices, COA, SDS/MSDS, and other product documents.
- Follow up on pending orders, backorders, and customer escalations.
- Support sales teams with order-related information and customer service requirements.
- Coordinate with China headquarters when required.

5. Reporting & Performance Monitoring

- Prepare daily order status and dispatch reports.
- Maintain customer complaint and resolution records.
- Monitor pending orders and delayed deliveries.
- Prepare periodic customer service performance reports.
- Identify recurring operational issues and recommend improvements.

Required Qualifications & Experience

- Graduate in Commerce, Business Administration, Science, or a related field.
- 48 years of experience in customer service, order management, or sales coordination.
- Good knowledge of order processing and logistics coordination.
- Proficiency in MS Excel, ERP systems, and email communication.
- Ability to handle multiple customers and orders simultaneously.
- Strong problem-solving and follow-up skills.

📌 Customer Support Representative (Hyderabad)
🏢 BLD Pharmatech India
📍 Hyderabad