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.

Key Responsibilities
The
Customer Service Manager (CSM)
is responsible for leading and managing the customer service team to ensure excellent customer experiences, efficient handling of inquiries, and prompt resolution of complaints.

The CSM oversees daily operations, implements service standards, and drives initiatives to enhance customer satisfaction, loyalty, and retention.

The incumbent will act as the key contact point for:
1
. Customer Service,
2.
Distribution
3
. Logistics.
4
. Stock Management
5.
Export Orders, Drop Shipments order management.

He / She will act as coordinator between the sales, external and internal customers (Finance, SCM, Business and external major customers, Warehouses, 3PL, Transporters etc.). to address and resolve all customer queries promptly independently and should have a good understanding of the sales operations of products and services as well as a general understanding of the overall business.

The incumbent is required to have a matured sense of personality and is responsible to handle internal and external queries and issues, professionally.

Maintain and monitor the sales trend with the sales team and plan with internal SCM team on the material planning. Keep internal and customers informed about the deviations about the demand and supply

Job Description:

• Customer Service & Relationship Management
• Act as the key contact point for customers regarding orders, shipments, documentation, and complaints.
• Handle inquiries related to chemical product specifications, MSDS (Material Safety Data Sheets), certifications, and compliance requirements.
• Registering the customer Complaints, Investigate and resolve the issue promptly, assist in credit requests, validate special term purchases, coordinate and answer queries for non-technical queries and complaints.
• Strengthen long-term client relationships by maintaining a high standard of professionalism and technical knowledge.
• Measuring, analysing, and achieving On Time in Full (OTIF) for customer satisfaction.
• Manage end to end flow of stock/inventory- inward & outward, stock management & record keeping
• Order Management & Logistics Coordination
• Oversee end-to-end order processing from order entry to invoicing.
• Collection of Purchase order/sample request, punching them in the SAP system & coordinating for its execution with commercial team on priority.
• Process and verify the accuracy of orders from customer received by email, telephone, EDI or other with attention to detail and accuracy
• Coordinate with production, supply chain, and logistics teams to ensure on-time delivery.
• Should be aware of regulatory framework of order execution. Help sales in quotation, and tender application. Secure appointment with customers.
• Responsible for maintaining Customer Master Data in SAP. Keeping updates of order received and its execution in weekly sales report and provide weekly and monthly sales updates/reports to the sales team. Cleanup of old unexecuted orders. Follow-up with customers for repeated orders.
• Management of On Time In Full (OTIF) and Market Service Level (MSL).
• Plan, schedule and organize own workload so activities are completed on time.
• Interprets product availability, pricing and order status to manage internal/external customer expectations in particular around delays, backorders and product substitutions and keeping the concerned stakeholder timely informed.
• Handling export orders with Letter of Credit (L/C) payment terms with fulfilling all L/C terms and follow up till receipt of payment.
• Handling the drop shipments, co-ordination with overseas customers, order entry into SAP, follow up on orders, planning, despatches, shipment arrangements.
• Monitor inventory levels and collaborate with planning, warehouse, operation teams to meet customer demands.
• Payment follow-up with local and international customers.
• Compliance & Regulatory Support
• Ensure all customer interactions and order processing comply with chemical industry regulations.
• Maintain updated documentation including SDS, COA, and regulatory certificates for customer distribution.
• Liaise with regulatory and quality teams for audit requirements and customer-specific compliance needs.
• Follow SOPs, Configuration Management Plan and ISO guidelines.
• Keep updating the internal SOPs as per company Global SOPs and regulatory changes from time to time.
• Keeping records and monitoring of special prices/offers in system to customers and distributors.
• Team Leadership & Performance Management
• Lead, coach, and develop the customer service team to handle technical queries, export requirements, and high-value clients.
• Set team KPIs such as On-Time Delivery (OTD), Order Accuracy, and Customer Satisfaction (CSAT).
• Drive process improvements to reduce customer complaints and optimize service efficiency.
• Reporting & Analytics
• Generate regular reports on customer service metrics, order fulfilment, and client satisfaction.
• Analyse order trends and customer feedback to provide insights for sales and production planning.
• Report key challenges and opportunities to senior management.
• SAP Projects: Co-ordination with local & global IT, finance, SCM for required changes / updates in SAP related to sales
• Perform other duties as assigned.

Key Skills & Competencies

• Graduate with at least 8-10 years of similar experience
• Strong knowledge of chemical industry operations, logistics, and compliance requirements.
• Excellent communication and relationship management skills with B2B clients.
• Proficiency in ERP/CRM systems (SAP, Salesforce, etc.).
• Strong problem-solving and negotiation skills.
• Ability to work in a regulated, safety-conscious environment.
• Experience with international trade practices and export documentation.

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.

Arxada is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a qualified individual with disability, protected veteran status, or any other characteristic protected by law.

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