Customer Service Executive - Pharma

Overview

Customer Account Management

• 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.

Agreement & Documentation Tracking

• 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.

Promotions & Commercial Support

• 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.

Order Management & Delivery Coordination

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

Order Hold Management

• 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.

Qualifications & Skills

• 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.

Preferred Competencies

• 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.