Job Description
Customer Service Executive (Supply Chain)
📍 Location: Bengaluru, Karnataka, India (Remote or Hybrid)
🏢 Industry: Personal Care Product Manufacturing
💼 Work Setting: Hybrid
Are you passionate about delivering exceptional customer service, managing end-to-end order processes, and building strong customer relationships in a fast-paced business environment?
We are seeking a Customer Service Specialist to join a dynamic Supply Chain team. This role is responsible for managing customer orders, monitoring order fulfillment activities, resolving customer concerns, and providing operational support to internal and external stakeholders. The ideal candidate will combine strong analytical skills, customer-focused thinking, and cross-functional collaboration to ensure a seamless customer experience.
Key Responsibilities
Order \& Customer Management
- Manage end-to-end customer onboarding and master data setup within business systems.
- Process customer orders through designated order management platforms, including monitoring, validation, issue resolution, and delivery processing.
- Maintain and update order-related information, including product details, pricing, shipping instructions, and customer master data.
- Monitor stock availability and support order allocation, modifications, cancellations, and fulfillment activities.
- Build and maintain strong customer relationships through regular reviews, follow-ups, issue resolution, and service support.
- Collaborate with cross-functional teams including Supply Chain, Sales, Operations, Regulatory, and Finance to support business objectives and revenue targets.
- Handle special order requests, transfers, and other non-standard order processing requirements.
- Monitor revenue performance through order tracking, delivery management, and risk assessment activities.
- Support invoice-related activities, including invoice creation, modifications, and corrections.
Reporting \& Analysis
- Track and report business performance by analyzing open orders, fulfilled orders, risks, and outstanding requirements.
- Review backlog and open-order reports and ensure accurate documentation of root causes and business impacts.
- Support customer satisfaction initiatives and assist in developing action plans based on feedback.
- Analyze operational data and identify opportunities for service improvement, process enhancement, and efficiency gains.
Claims, Complaints \& Compliance
- Manage customer claims and complaint resolution processes, ensuring timely investigation and closure.
- Review trends in customer issues and recommend corrective actions to improve service quality.
- Support audit requests and maintain required documentation for compliance purposes.
- Follow established quality management processes, procedures, and training requirements.
- Ensure adherence to organizational quality, compliance, and regulatory standards.
- Escalate and report any non-compliance or process deviations according to established guidelines.
Required Qualifications
Education \& Experience
- Bachelor's degree, Associate degree, or equivalent qualification in Business, Supply Chain, Customer Service, or a related field.
- 4–6 years of experience in customer service, order management, supply chain operations, or a related function.
- Proficiency in English and Arabic communication is required.
- Ability to work according to regional business schedules and operational requirements.
Skills \& Competencies
- Excellent communication and stakeholder management skills.
- Strong customer-centric mindset with an ownership-driven approach.
- Proven problem-solving and analytical capabilities.
- High attention to detail and accuracy.
- Ability to thrive in a fast-paced and dynamic environment.
- Understanding of consumer goods, manufacturing, retail, or similar industries.
- Ability to analyze business data and translate insights into actions.
- Experience supporting budget awareness and cost-control initiatives.
- Proficiency in Microsoft Office applications and enterprise business systems.