Customer Service (CRM) Officer

Job Summary:

The Customer Service - Sales Support Order Entry Coordinator is responsible for accurate and timely entry of sales orders in SAP, coordination of material code generation, and collaboration with Sales, KAMs, SCM, Finance, and Quality teams. The role ensures process adherence, supports internal and external audits, and helps drive order accuracy and timely fulfillment for the India region.

Key Responsibilities

Order Entry & Processing:

Accurately enter sales orders in SAP after review and validation by Sales/KAM.

Generate material, customer, and product codes in SAP to support order planning and execution.

Process orders for the India region including Lami/Plastic tubes, spare parts, raw materials, and vendor-supplied caps.

Sales Support & Documentation:

Ensure adherence to delivery schedules and maintain error-free documentation.

Raise supplementary invoices in SAP based on prevailing prices and notify Finance of any discrepancies.

Perform timely closure of completed orders in SAP; maintain tracking for orders pending due to processing or credit block.

Prepare and share order MIS reports for internal and external audits.

Cross-functional Coordination:

Work closely with Sales/KAMs to ensure timely order processing and clarify any incomplete or unclear information.

Collaborate with the Master Data team for material code generation and BOM routing.

Liaise with Quality, KAMs, and Dispatch teams for handling rejections and processing return orders.

Support Sales/KAMs in reviewing and revising tolerance limits as needed.

Coordinate with KAMs/Units to short-close pending orders at the beginning of each month.

Follow up with KAMs for revised or corrected purchase orders as per payment terms, Incoterms, etc.

Audit & Compliance:

Resolve queries related to customer service and order processing during internal and external audits.

Ensure full compliance with company policies for order booking, invoicing, and pricing.

Skills & Experience Required:

Graduate in Commerce, Business Administration, or a related discipline.

24 years of experience in order management, customer service, or sales operations.

Hands-on experience with SAP (order entry, invoicing, material code generation).

Proficient in Microsoft Excel and sales reporting tools.

Strong attention to detail and effective communication skills.

Ability to work under pressure and manage multiple priorities simultaneously.

Key Competencies:

Accuracy & attention to detail

Team collaboration

Customer-oriented mindset

Accountability & follow-through

ERP/SAP process knowledge