Job Title

Purpose of the position: To ensure seamless operational execution and commercial governance for Key Accounts and Institutional business by driving efficient order management, forecast alignment, service level optimization, and cross-functional coordination, thereby enabling the sales team to achieve revenue and profitability targets.Experience: 4-8 years1. Order Management & Coordination Receive and process customer orders in SAP Coordinate with the supply chain/plant for production availability, dispatch status, and delivery timelines. Track order discrepancies, shortages, or damages and initiate timely corrections.2. Customer Interaction & Service Support Handle customer calls— institutional buyers. Give updates on dispatch, production schedules, stock availability, and pricing. Support customers during peak demand or urgent requirement situations. Ensure all communication is professional, timely, and clear.3. Complaint Management Log product quality complaints (e.g., Quality, Packaging issue). Coordinate with QA/QC and Sales Team for root-cause analysis. Arrange product replacement or credit note as per the company SOP. Follow up until issues are resolved and feedback is captured.4. Documentation & Reporting Maintain accurate customer records (order history, overdue/outstanding, credit note issues). Prepare daily order reports, follow-up trackers, complaint registers, and delivery status updates. Support sales team with data for business reviews.5. Customer Experience Conduct regular customer satisfaction calls to measure service quality. Share insights with the sales team to improve service and retention.Required Skills & Competencies Technical Skills Knowledge of order-to-delivery cycles in FMCG/Food Service. Intermediate MS Excel skills. Soft Skills Strong communication and problem-solving skills. Patience while dealing with field sales teams and B2B customers. Fast learner, proactive, and process oriented.