Customer Service Representative

Customer Service Representative

Customer Service Representative

Job Description:


Ensures EH& S and other Regulatory Compliance in area of responsibility.

Ensure compliance and adherence of all supply chain processes and procedure in area of responsibility.

Receive customer order and verify all the required information like, product, price, quantity and incoterm.

Check material availability in terms of quantity, date of delivery, plant assigned to sales order and provide order confirmation to the customer.

Inform customer in case material is not available in full on required delivery date.

Inform and coordinate with customer, Sales and Credit management for release of credit hold for orders with credit days of payment.

Inform and coordinate with customer, Sales and Credit management for release of credit hold for orders with letter of credit, advance payment.

Create delivery order and inform logistics to execute & dispatch the material.

Inform dispatch details to customer and sales.

In case of delay in delivery, coordinate with logistics and keep customer informed on the status of material dispatched.

Coordinate with logistics on special requirement of transportation by customer and ensure that expectations of customer are met with approval of sales, logistics having suitable DOA.

Ensure that below KPIs are tracked daily basis, reviewed with Lead on fortnightly basis and actions are taken to meet targets on monthly basis.

Sample & Credit debit note management

Direct Indent Order Management

Customer Master Data Management

Back order review


Customer complaints (as and when)

Gold Customer KPI s

Maintain all necessary documents & approvals in line with documents retention policy, Audit, SOX guidelines.



Strong ownership, and be able to work well under pressure

Customer oriented and Action Focused

Good knowledge in SAP (O2C Process)

Good knowledge of MS Office, especially excel skills. PPT

Good communication skill

Lean / Six Sigma certification would add advantage.

Must have sound knowledge of Export & domestic process with respect to sales & customer service. (LC – Letter of Credit transaction is essential).


Customer Focus: Brings strong customer focus to the workplace, responding to current and future needs of customers, both internal and external. By seeing our customers as valued partners who permit us to remain in business we reinforce the desire to understand their need.

Initiative: Is proactive, seizes opportunities and drives delivery. Seizes opportunities when they arise; is action oriented and full of energy for the things seen as challenging, not fearful of acting with a minimum of planning.

Personal Conviction: Performs effectively, and with integrity, in difficult situations. Displays independence and has the courage to stand up and be counted. Displays passion and drive in achieving work tasks conducted in difficult circumstances. Is confident when challenging.

Developing Self: Listens well is aware of personal strengths and weaknesses and takes continuous action to improve personal capability and impact upon others. Knows personal capabilities and is committed to continuously improve; actively seeks and learns from feedback.


UG: Any Graduate – Any Specialization

PG:Post Graduation Not Required