Customer Service Executive - Pharma

Job Description

We are seeking a proactive and detail-oriented Customer Service Executive to support day-to-day customer operations, order management, and commercial coordination. The role requires strong follow-up skills, customer communication, and cross-functional coordination to ensure smooth execution of customer-related processes and high service levels.

Key Responsibilities

• Prepare, send, and follow up on customer Statement of Accounts (SOA).
• Coordinate with customers on outstanding balances, reconciliations, and account-related queries.
• Maintain regular communication with customers to ensure timely closure of pending matters.

• Track customer agreements, contracts, and commercial documents.
• Ensure agreements are signed, updated, and maintained within agreed timelines.
• Coordinate internally and externally for pending approvals and documentation follow-ups.

• Communicate promotional activities and schemes to customers.
• Retrieve and consolidate sell-out data from customers for promotional validation.
• Verify promotional claims against agreed terms and supporting documents.
• Coordinate internally for credit note creation and approval.
• Share approved credit notes with customers and follow up for acknowledgement and closure.

• Monitor customer orders from placement until delivery completion.
• Track delivery timelines and coordinate with logistics/warehouse teams to resolve delays or issues.

• Review and monitor orders placed on hold due to operational or financial reasons.
• Coordinate with internal stakeholders to resolve issues and release blocked orders promptly.
• Ensure smooth order flow while maintaining compliance with company policies.

• Strong communication and follow-up skills.
• Good analytical and problem-solving abilities.
• Proficiency in Microsoft Excel.
• Ability to manage multiple tasks and work under deadlines.
• Strong attention to detail and organizational skills.

• Customer-centric mindset.
• Strong coordination and stakeholder management skills.
• Ability to work independently and collaboratively within teams.
• Experience in FMCG, healthcare, or distribution industries is an advantage.