Asst. Manager – Customer Service

Arxada
is a global specialty chemicals business that's committed to solving the world's toughest preservation challenges through better science. With a proud history of innovation dating back more than a century, we aim to help our customers develop more sustainable solutions that protect and maintain the health and wellbeing of people and extend the life of vital infrastructure while working to reduce our and our customers' ecological footprint.

Sustainable preservation is one of our top priorities. We are making significant strategic investments that will not only decrease our own environmental footprint, but also help customers adapt to long-term environmental and social change through the development of cleaner, greener solutions.

We are looking for an experienced
Assistant Manager Customer Services
based in
Mumbai
Role Purpose:
The will serve as a key liaison between customers, sales, logistics, and internal stakeholders to ensure timely and accurate order processing, delivery, and issue resolution. This role encompasses responsibilities in customer service, import coordination, distribution, logistics, and inventory management, contributing to enhanced service levels and customer satisfaction.

Key accountabilities:

• Customer Service & Sales Coordination
• Act as a central point of contact for customer service, ensuring seamless communication between internal teams (Sales, Finance, SCM, Warehousing) and external customers.
• Manage end-to-end order processing (Domestic & Bill-to-Ship-to) from receipt to final delivery.
• Handle customer queries, complaints, and service requests efficiently and professionally.
• Maintain regular communication with customers regarding order status, shipment updates, and potential delays.
• Build and maintain strong relationships with key customers and internal stakeholders.
• Actively coordinate to resolve customer issues and drive continuous improvement in service levels.
• Visit customer sites as required to resolve complaints or strengthen relationships.
• Import Coordination & Logistics
• Coordinate with overseas suppliers for purchase order processing, shipment details, and import documentation.
• Provide necessary documents to the EXIM department for smooth customs clearance.
• Scrutinize draft shipping documents: Bill of Lading, Invoice, Packing List, Certificate of Origin, Form AI, etc.
• Manage Letter of Credit documentation and processes.
• Optimize bulk shipment utilization and reduce demurrage/freight costs.
• Coordinate with transporters and warehouse teams to ensure timely and accurate deliveries.
• Inventory & Operational Management
• Support sales forecast planning and material receipt coordination.
• Monitor inventory levels and ensure product availability through close coordination with the production team.
• Prepare weekly/monthly reports related to sales, inventory, and other KPIs as required by management.
• Manage OTIF (On Time In Full) and Market Service Level (MSL) metrics.
• Accounts Receivable & ERP Activities
• Track accounts receivable, extract outstanding reports from ERP/SAP, and follow up with customers for payments.
• Coordinate with the accounts team for reconciliation of customer accounts.
• Ensure accurate customer and vendor master creation and maintenance in ERP systems.
• Upload advance shipping notices and relevant documents on customer portals as required.
• Documentation, Compliance & Projects
• Maintain accurate records and documentation for audits.
• Ensure adherence to SOPs, ISO guidelines, and compliance standards.
• Support marketing and event coordination activities during exhibitions and business events.
• Participate in or lead customer service IT or digitalization projects.
• Serve as a backup for colleagues as needed.
• Perform other duties as assigned by management.

R
equired Qualification (Education/Experience):
Bachelor's degree in any discipline

Chemicals/ Pharma/ process Industry Person should have about minimum 5 years.

Candidate should be able to handle Customer support / Warehousing / Transportation / Logistics independently.

Should be able to work efficiently on SAP ERP system.

Interact with customer in cordial manner.

Arxada has world class offering in
two distinct areas:
Microbial Control Solutions (MCS)
focuses on threats posed by microorganisms to people and planet through five distinct business lines including Professional Hygiene, Home & Personal Care, Wood Protection, Paints & Coatings and Material Protection.

Nutrition, Care & Environmental (NCE),
meanwhile, provides materials used to manufacture composites for electronics, aerospace and other markets, as well as vitamins and nutritional ingredients, chemicals and performance intermediates, and raw materials for a wide range of high-performance applications.

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