CUSTOMER CARE OFFICER

1. Position Details

Job Title: Customer Care Officer

Department: Customer Care / Sales & Marketing

Location: Manufacturing Plant – Perundurai, Erode

Reporting To: Customer Care Manager / Sales Manager

Grade/Band: O1 / O2 / O3

Employment Type: Permanent

2. Job Purpose

To ensure effective customer relationship management by handling customer enquiries, complaints, order-related queries and service requests, coordinating with internal departments and providing timely resolutions to ensure customer satisfaction, dealer engagement and business continuity.

The role is responsible for maintaining professional communication with customers, monitoring complaint resolution, supporting sales operations and improving the overall customer experience.

3. Key Responsibilities

A. Customer Enquiry & Query Management

- Receive and respond to customer enquiries through telephone, email and other communication channels.

- Provide accurate information regarding products, specifications, availability and delivery schedules.

- Handle enquiries from dealers, distributors, retailers, contractors and end customers.

- Coordinate with the Sales and Marketing team for customer requirements.

- Maintain proper records of customer enquiries and follow-up activities.

- Ensure timely communication and closure of customer requests.

- Provide product-related information and guide customers to the appropriate department.

B. Customer Complaint Management

- Receive, register and acknowledge customer complaints.

- Understand customer concerns relating to product quality, shortages, damages, delivery delays and service issues.

- Coordinate with Quality, Production, Sales and Despatch departments for complaint investigation.

- Follow up on complaints until satisfactory resolution.

- Maintain complaint registers and track complaint status.

- Communicate corrective actions and resolution details to customers.

- Escalate critical and repeated complaints to the reporting manager.

- Monitor customer satisfaction after complaint closure.

- Support preparation of complaint analysis and monthly reports.

C. Order & Delivery Coordination

- Coordinate with Sales, Planning and Despatch departments regarding customer orders.

- Provide order status and expected delivery information to customers.

- Follow up on pending orders and delayed deliveries.

- Coordinate with logistics teams regarding transportation and delivery-related issues.

- Communicate delivery schedules and changes to customers.

- Support resolution of invoice, quantity and dispatch documentation-related queries.

- Ensure timely information flow between customers and internal departments.

D.



Dealer & Distributor Relationship Management

- Maintain effective communication with dealers and distributors.

- Support dealer registration and customer master data updates.

- Coordinate with the Sales team regarding dealer requirements and service issues.

- Collect customer feedback and communicate improvement opportunities.

- Support dealer satisfaction initiatives and customer engagement activities.

- Maintain updated customer contact details and communication records.

- Assist in resolving dealer-related operational issues.

E. Customer Feedback & MIS Reporting

- Collect and analyse customer feedback.

- Monitor customer complaint trends and service performance.

- Prepare daily, weekly and monthly customer care reports.

- Maintain complaint ageing and pending complaint reports.

- Monitor complaint response time and closure time.

- Identify recurring customer issues and recommend corrective actions.

- Maintain customer satisfaction and service performance records.

- Support customer satisfaction surveys and improvement initiatives.

F. Cross-functional Coordination

- Coordinate with Sales & Marketing for customer-related issues.

- Work with QA/QC for product quality complaints.

- Coordinate with Despatch & Logistics for delivery-related complaints.

- Liaise with Finance & Accounts for payment, credit note and invoice-related queries.

- Coordinate with Production and Planning for product availability.

- Escalate unresolved issues to the appropriate departmental authority.

- Ensure proper communication and follow-up across departments.

4. Compliance & Governance

- Ensure adherence to company policies and customer service procedures.

- Maintain confidentiality of customer and business information.

- Ensure accurate maintenance of customer complaint and enquiry records.

- Follow approved customer complaint handling procedures.

- Support internal audits and customer service process reviews.

- Ensure timely and accurate reporting of customer-related information.

- Maintain proper documentation and communication records.

- Ensure qualified conduct in all customer interactions.

5. Educational Qualification

Essential:

- Any Bachelor's Degree – B.Com / BBA / B.Sc / BA or equivalent.

Preferred:





- MBA in Marketing / Sales / Customer Relationship Management.

- Certification in Customer Relationship Management (CRM).

- Training in Business Communication and Customer Service Management.

6. Experience

Minimum Experience Required: 1 year

Preferred Experience: 1–3 years for O1; relevant experience as per grade for O2 and O3.

Industry: Manufacturing / Plastic Processing / Piping / FMCG / Engineering.

Functional Area: Customer Service / Customer Relationship Management / Sales Coordination.

Relevant Exposure:

- Customer enquiry and complaint handling.

- Dealer and distributor coordination.

- Order processing and delivery follow-up.

- Customer relationship management.

- Complaint registration and resolution.

- CRM software and ERP/SAP operations.

- MIS preparation and customer feedback analysis.

- Coordination with Sales, QA, Accounts and Despatch departments.

7. Technical Competencies

- Good knowledge of customer service processes and complaint management.

- Understanding of customer relationship management (CRM).

- Basic knowledge of PVC, CPVC and HDPE piping products preferred.

- Knowledge of order processing and sales coordination.

- Good communication and email drafting skills.

- Working knowledge of MS Excel, Word and PowerPoint.

- Knowledge of SAP/ERP and CRM software.

- Ability to prepare customer service MIS reports.

- Knowledge of complaint tracking and escalation procedures.

- Basic understanding of sales and distribution operations.

8. Behavioral Competencies

- Customer orientation.

- Effective communication skills.

- Active listening.

- Problem-solving ability.

- Patience and professional approach.

- Teamwork and collaboration.

- Conflict management.

- Time management.

- Accountability and ownership.

- Decision-making.

- Relationship management.

- Continuous improvement mindset.

9. Key Stakeholders

Internal Stakeholders

- Sales & Marketing.

- Quality Assurance / Quality Control.

- Production.

- Despatch & Logistics.

- Planning.

- Finance & Accounts.

- Stores & Warehouse.

- Technical / Product Development.

- HR & Administration.

External Stakeholders

- Dealers.

- Distributors.

- Retailers.

- Customers.

- Contractors.

- Builders and Project Customers.

- Transporters.

- Service Providers.

10. Working Conditions

- Travel Requirement: No / Occasional, as per business requirements.

- Shift Requirement: No / As per departmental requirements.

- Plant/Office Based: Office-based with coordination across plant operations.

- Work Environment: Customer service office, telephone, email and CRM-based customer interactions.

📌 Customer Care Officer (Erode)
🏢 Supreme Industries
📍 Erode