Job Description

ROLE CONTEXT & PURPOSE
As part of a greenfield pharmaceutical manufacturing setup, the Executive - Customer Service will serve as the primary point of contact between the pharmaceutical factory and its customers (distributors, Sales, Supply Chain, Manufacturing), ensuring timely communication, order fulfillment, and resolution of inquiries or issues, while upholding compliance with pharmaceutical regulations and company policies.
KEY RESPONSIBILITIES Customer Communication: Respond to customer inquiries via phone, email, or in person. Provide product information, pricing, and availability. Always maintain professional and courteous communication. Order Management: Process sales orders in ERP/SAP systems. Coordinate with production and logistics teams to ensure timely delivery. Monitor order status and inform customers about delays or backorders. Documentation & Compliance: Ensure accurate recordkeeping of orders, complaints, and correspondence. Handle documentation for regulated pharmaceutical products (e.g., batch numbers, expiry dates). Adhere to Good Distribution Practices (GDP) and other regulatory standards. Complaint Handling: Log and investigate customer complaints (e.g., product quality, delivery issues). Liaise with Quality Assurance and relevant departments for resolution. Follow up with customers to ensure satisfaction. Coordination: Work with departments (Production, Quality, Regulatory Affairs, Logistics, Sales) to ensure smooth workflow. Support sales team with post-sales services and customer retention. Reporting: Generate reports on customer service metrics, complaints, and order status. Provide feedback to management on recurring issues and customer satisfaction trends. Create and maintain dashboard for Planning, logistics and order fulfilment.