Job Description - Customer Representative (US Accounts)

Position: Customer Representative - US Accounts

Location: Baroda (Vadodara), Gujarat

Industry: Electrical Components Manufacturing

Products: Aluminium Connectors, Lugs, Neutral Bars & Precision Machined Components
Experience: 3-7 Years

Qualification: BE/B.Tech in Mechanical / Electrical / Production Engineering (diploma with strong
experience acceptable)

About the Role

We are looking for a dependable and proactive Customer Representative to be the primary daily
contact between Jaynix and our US OEM and EMS customers. The ideal candidate should have
experience in order management or customer support in a manufacturing company, and should
possess robust communication skills and a sense of ownership to keep orders on time, resolve
issues before they escalate, and protect account health.

Key Responsibilities

Order & Schedule Management

e Receive, review and confirm customer POs, releases and forecasts, and confirm delivery
dates against plant capacity.

e Track every open order through production, dispatch and shipment, and chase delays with
Operations and Logistics.

° Reconcile open-order reports on customer portals with Jaynix records and close gaps within
the agreed time.

Customer Communication & Escalation

. Be the first responder to customer queries, within 24 hours.

° Log, own and close customer escalations, and raise root cause and corrective action with the
plant.

° Send proactive status updates on at-risk orders before the customer asks.

Consignment & VMI Programs
e Monitor stock levels at customer sites and warehouses, and trigger replenishment on time.

° Reconcile consumption, invoicing and inventory variances with customers and Finance.

Reporting
° Update the daily escalation dashboard and weekly account reports.

° Flag recurring issues and patterns to management.

Key Performance Indicators (KPIs)





e On-Time Delivery to Confirmed Date (target 95% or higher)
° First Response to Customer Queries (within 24 hours)
e Escalation Closure Time

° Open-Order Portal Accuracy (reconciled weekly)

Consignment Stock Accuracy

Customer Scorecard Rating

Required Skills

Excellent written and spoken English, comfortable with US customer calls and professional
escalation replies.

Strong ownership and follow-through on dates, commitments and documentation.
Composure under pressure; ability to say no early rather than late.

Ability to work with Production, Quality, Logistics and Finance without direct authority over
them.

Analytical ability to read order, inventory and aging data and explain exceptions clearly.
Working knowledge of ERP systems, Microsoft Outlook and Excel.

Knowledge of Al tools for drafting, analysis and productivity is an added bonus.

Preferred Industry Experience

Candidates from the following industries will be preferred:

Electrical Connectors & Lugs Manufacturing
Electrical Hardware Manufacturing
Precision Engineering

Auto Component Manufacturing
Copper/Aluminium Bus Bar Manufacturing
Export-Oriented Industries

Exposure to consignment, VMI or supplier-portal programs

Reporting To

Head of Customer Accounts / Chief Operating Officer

Working Pattern

The role is based at the Vadodara office. The candidate will be required to attend customer calls
and reply to emails after regular working hours, as US customers work in a different time zone.

Desired Candidate Profile

3-7 years of experience in customer service, order management or account support in
manufacturing, ideally serving US or European OEM customers.

Proven track record of handling customer escalations to closure.
Exposure to electrical components, metal parts or machined products.

Ability to build trust with customers and internal teams through accuracy, candour and
consistent follow-up.

Pay: ₹1,000,000.00 - ₹1,200,000.00 per year

Benefits:

- Health insurance
- Provident Fund

Work Location: In person

📌 Customer Representative US Accounts (Vadodara)
🏢 jaynix engineering
📍 Vadodara