1. Order Management & Delivery coordination

a. Process and track customer orders accurately from initiation (Inquiry) to delivery. b. Co-ordinate with sales, production, warehouse and logistics teams to ensure timely delivery as per SLA.

c. Ensure proper policies regarding order / service is communicated to customer (E.g. MOQ,

Lead Time, SLA, PNA/BNA, Product specification etc.,)

d. Ensure OTIF of all orders through regular co-ordination with the internal stakeholders.

(E.g. MTO/Project orders with prior dispatch schedule confirmation)

e. Reduced Order cancellation and increase high conversion of Inquiry to orders (E.g.

suggestion alternatives). No MTO and Nonmoving orders to be cancelled.

f. Bulk orders confirmation only after prior liaison with the respective internal stakeholders to avoid failure in Merino’s commitment towards delivery.

1. Complaint Resolution

a. Handle customer complaints regarding product quality, delivery issues or service gaps b. Liaise with internal teams (e.g. quality, production, warehouse and logistics) to identify root cause and coordinate for resolution. c. Provide quick resolution and ensure preventive measures are implemented to avoid recurrence.
1. Customer Feedback and continuous improvement

a. Collect and analyze customer feedback to identify areas of improvement in products and services. b.



Conduct periodic surveys to gauge customer satisfaction and expectations.
1. Documentation and Reporting

a. Maintain records of all customer orders, complaints, dispatches and feedback. b. Generate daily / periodic reports on customer service performance, information flow to customers.

c. Order cancellation report with detailed remarks on cancellation and alternate dispatch schedule from sales.

1. Customer Visits

a. Identify key accounts / customers to meet based on priority / value b. Develop quarterly visit plans along with agenda
1. Inventory Management and Hygiene

a. Liquidation of SLOB and dead inventory b. Dispatch for MTS committed order within 7 days of order receipt for improved delivery OTIF c. Dispatch of MTO committed orders at the earliest (15 to 21 days) as per availability. d. Monitoring of orders dispatched from WH for variation in delivery as per plan/OBD after finance approval.

e. Distributor BPR

1. Team Attributes

a. Working together as a team with high collaboration towards organizational development b. Align towards the organizational agile goals for optimized service. c. Adherence to all policies and procedures.

d. Contribution to the team and business to achieve excellence.

📌 Specialist - Order Management & Customer Service (Chennai)
🏢 Merino Group
📍 Chennai