Executive – Customer Service

Responsibilities

The main purpose of this role is to efficiently manage the customer service and import management of samples, ensuring timely and accurate dispatches to customers. The role involves close coordination with internal teams, external partners, and sales to meet customer needs. Additionally, it also emphasizes ensuring adherence to internal processes while fostering strong relationships with customers.

1. Principal accountabilities

• Oversee and manage the entire import management process for samples and commercial packs from intercompany orders to customer / agent dispatch, ensuring seamless execution and accurate input of intercompany stock transfer orders into SAP
• Collaborate with the intercompany team, courier agencies, and CHA (Custom House Agent) to ensure timely import of material into India and maintain proactive communication throughout the order and dispatch process
• Coordinate with the warehouse for dispatch planning and work with the sales team to understand customer needs, ensuring efficient order processing and timely dispatch
• Ensure accurate and timely order entry of sample / commercial packs, creation of outbound deliveries, and issuance of invoices / E-way bills in SAP
• Maintain and update a tracker/dashboard, daily review open orders, coordinating with sales / lab / commercial teams for stock allocation, and providing the sales team with ETA updates
• Monitor stock levels, review, and maintain safety stock for samples, and follow up with the sales team on sample forecasts to ensure continuous availability
• Conduct weekly reviews with the sales team to manage samples / commercial packs with short shelf lives and ensure their timely liquidation
• Prepare and share necessary documents for customs clearance in India, working closely with intercompany and commercial teams to obtain required shipping documentation
• Manage customer communication, providing timely dispatch details and responding to complaints or requirements, while proactively ensuring customer satisfaction
• Send invoices, LR copies, COAs, MSDS, and other relevant documents to customer's post-order dispatch, and provide supporting documentation for audits
• Function as a backup for team members, remaining flexible to take on additional responsibilities and contributing to the achievement of the commercial department's targets

2. Functional responsibilities

• Build and maintain strong relationships with customers and cross-functional teams, acting as the key interface for sales order management
• Ensure compliance with BYK local and global policies, adhering to commercial department SOPs and maintaining regulatory compliance
• Stay ahead of emerging trends and events, anticipating their impact on customers' future needs and satisfaction
• Collaborate with relevant internal teams to resolve customer inquiries, ensuring timely and effective responses to customer emails and requests

The key accountabilities are not necessarily complete and can be extended when needed. Description should concentrate on impact on business and innovation (i.e. business contribution, nature and scope of responsibilities, range of activities, processes, projects).