Job Description
Job Summary
The role of Customer Service Junior Manager is to manage the Order of Customer starting from order intake till dispatch of the same & submission of all financial documents ensuring the conversion of order into cash.
CS-JM is the main point of contact between customers & all other internal departments. He has to ensure the orders are brought in by sales team as per forecast & budget numbers. Timely communicate the requirements to planning & liase between customer & other internal & external departments to ensure the timely shipping of the material. Production arrangements & Liquidation of the stocks is one of the pivotal role of CS-JM.
CS-JM helps the company to understand customer’s satisfaction level and their expectation level and communicate it in a timely and effective way throughout the supply chain so that company can better adjust their strategy to gear up in servicing the customer’s needs.
Roles & Responsibilities
- Coordinate with sales to secure orders as per forecasts and budget.
- Ensure accurate export, shipping, and invoicing per contracts and policies.
- Collaborate with GBS for order punching, price updates, and unblocking.
- Monitor customer feedback, resolve issues, and suggest process improvements.
- Book orders in Oracle, ensuring compliance with company policies.
- Liaise with planning for production scheduling per customer needs.
- Manage shipments, freight bookings, and documentation as per contracts.
- Ensure customer outstanding status aligns with company norms before dispatch.
- Review sales contracts, scrutinize export L/Cs, and coordinate amendments.
- Handle shipping, financial documentation, and pre-shipment certifications.
- Manage transit damage claims, liquidation, and returns.
- Process B2B oil booking orders in ERP.
- Address customer queries, enhance service quality, and build confidence.
- Escalate product quality complaints and oversee resolution.
- Coordinate with transporters and service providers for smooth logistics.
- Work with finance to clear credit/margin checks and resolve issues.
- Oversee information flow between customers, suppliers, and internal teams.
- Report export operation irregularities to management.
KPIs
- Keep an eye on customer’s Orders & ongoing production of the stock
- Communicate with planning for stock readiness.
- Arrange lifting of the stocks as soon as same are produced
- Review stock level v/s lifting plans
- Report any deviation in liquidation of stocks
- Cleanliness of order bank.
- Ensure the entry and modification of data & correctness of Orders in the system.
- Prepare and maintain relevant reports pertaining to order management.
Work experience requirement
- 4–8 years of Customer Service/Supply Chain experience in manufacturing.
- Proficiency in written and spoken English.
- Vocational training in customer service (preferred).
- Strong understanding of service levels, customer expectations, and business communication.
- Knowledge of International Trade, Letter of Credit, and Logistics.
- Familiarity with financial and operational forecasting.
- Experience with Order Management Software (preferred).
- Advanced Microsoft Excel skills.
- Strong analytical, organizational, decision-making, and presentation skills.
- Effective interpersonal and facilitation skills for cross-functional collaboration.
- Proactive and team-oriented mindset.
Qualification
Bachelors degree in Supply Chain / Commerce Graduate or post graduate.
Competencies
Dispatch Documentation
Sales Order Process Management
Logistics Planning
Customer Management
Sales and Distribution Strategy Management
Communicating effectively
Self and Team Management
Planning & Decision Making
Customer Centricity
Ownership & Result Orientation
