| MAIN PURPOSE OF THE JOB: | To ensure a smooth post-order customer experience by coordinating approvals, inspections, payments, and delivery, aligning all activities with customer satisfaction and the company’s sales goals. |
KEY ACCOUNTABILITIES:
| KEY RESULTS: -Ensure timely processing of order. -Delight customer timely resolution of enquiries. -Ensure timely receipt of payments. -Ensure adherence of monthly sales plan. -Collect customer feedback & improve customer satisfaction. -Collaborate with other departments to ensure timely delivery. KEY ACTIVITIES: -Coordinate with the design team to prepare and submit drawings to customers. -Follow up with customers to secure drawing approvals within agreed timelines. -Regularly update customers on order milestones (production, inspection, dispatch). -Serve as the main point of contact for customers, promptly addressing inquiries or concerns. -Schedule customer inspections and coordinate approvals to ensure alignment with order timelines. -Monitor payment schedules and follow up on due payments as per agreed terms. -Prepare bank guarantee (BG) draft, get customer approval, coordinate with accounts for getting the BG made and submit to customer. -Report on payment statuses to ensure timely cash flow aligned with the sales plan. -Coordinate with logistics to manage the dispatch schedule, ensuring timely delivery. -Keep customers informed about dispatch dates and handle any logistics-related queries. -Communicate with Engineering, Production, and Quality teams to address and resolve order-specific issues. -Track resolution progress for any issues that could impact customer satisfaction or delivery timelines. -Ensure internal stakeholders are updated on customer feedback or concerns affecting current or future orders. -Prepare monthly sales plan and production requirement plan to ensure sales plan adherence. -Collect customer feedback and document insights to identify areas for service improvement. -Implement customer feedback-driven improvements and track satisfaction metrics. |
| EXPERIENCE & QUALIFICATIONS: | Qualification (Must/Desirable): Graduate Any Stream Experience: Min. 2 years’ experience in similar role at an engineering company |
| SPECIAL SKILLS: | -Excellent Communication and interpersonal skills. -Excellent Cross-functional Coordination skills. -Process Orientation. -Ability to handle difficult situations with customers. -Customer Centricity. -Ability to review contracts, commercial terms in orders. -Computer Skills – Google Workspace Apps, Excel, Gmail, SAP B1 |
