Executive - Order Fulfilment & Customer Service

Date: Feb 17, 2024

Location: Ahmedabad, GJ, IN, 382110

Company: Actylis

Actylis is a leading manufacturer and supplier of critical raw materials and performance ingredients serving the Life Sciences, Specialty Chemicals, and Agriscience industries.

 

We offer standard and custom ingredients through our rapidly growing portfolio of GMP and non-GMP facilities worldwide, and further choice through our strong sourcing hub network. This unique hybrid option blending manufacturing and global sourcing, combined with more than 75 years of sourcing and distribution experience makes Actylis the Partner of Choice.

Position Summary

Position is responsible for executing order fulfillment and handling customer support for customers across Lab Chemicals, Pharma Excipients, Aqua and Food segments. Responsibility encompasses making new order entries, inspecting shipments, coordinating with logistics for ensuring timely dispatch and delivery, handling complaints for resolution and executing sales orders with the aim of achieving customer satisfaction. Position requires working in close coordination and collaboration with other departments within commercial function as well as with quality, supply chain, warehouse, logistics and operations teams.

Responsibilities will include:

• Receive orders from Lab Chemicals, Pharma Excipients, Aqua and Food business verticals and punch into the system for production and delivery; obtain approvals on pricing where required.

• Maintain zero-defect situation in order management and provide necessary information on delayed or cancelled orders in the system.

• Engage with customers for post-sales transactional matters to understand their experience and concerns; design and deploy solutions to address customer concerns and develop systems to ensure lessons learned are incorporated in customer service processes for better output.

• Respond promptly to customer inquiries by providing information on the order status. Liaison with supply chain and logistics team to get updates and keep customers informed of dispatch and delivery plans.

• Acknowledge and resolve customer complaints promptly under information to concerned sales managers. Support in conducting root cause analysis to understand reasons of poor customer experience and implement corrective actions.

• Liaison with quality, supply chain, marketing teams to provide quick resolution of customers’ complaints. • Develop thorough knowledge and understanding of company’s product portfolio including product application to be able to answer customer queries.

• Keep records of customer interactions, transactions, comments, and complaints for audit and training purposes.

• Compute and collate data to track performance of customer support team by feeding data into KPIs that indicate health and effectiveness of customer service. poor sales engagement.

Required Experience & Knowledge

• Graduate, preferably in Science / Chemistry

• 2-3 years of experience working in customer service and support environment in small-mid size product company with wide range of products, preferably in chemical, pharmaceutical or manufacturing industry.

Actylis is an Equal Opportunity Employer. Actylis does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided based on qualifications, merit, and business need.