The Role
Coordinate customer communication, order processing, delivery updates, payment follow-up, sample management, complaint resolution, and CRM/MIS records. The role works cross-functionally with Sales, Supply Chain, Warehouse, Logistics, Finance, and Operations to ensure accurate, timely order execution, proactive issue resolution, and improved customer satisfaction. It also tracks feedback, identifies recurring problems, and supports process improvements.
Summary Generated by Built In
1. Job Purpose
To manage and enhance the overall customer experience by ensuring timely customer communication, accurate order processing, effective delivery coordination, payment follow-up, sample management, and accurate CRM records.
The role will act as a key coordination point between customers, Sales, Supply Chain, Operations, Finance, Warehouse and Logistics to ensure smooth order execution and timely resolution of customer requirements.
The position is expected to proactively identify customer concerns, ensure effective follow-through, minimize repeat issues, and contribute to continuous improvement in customer service processes.
2. Key ResponsibilitiesA. Customer Experience & Relationship Management- Act as the primary coordination point for assigned customers for routine queries, requests, order updates and service-related concerns.
- Respond to customer queries and requests within defined turnaround time.
- Monitor customer concerns from initiation to closure and ensure proper follow-up.
- Coordinate internally with relevant departments to resolve customer issues.
- Track customer complaints and ensure timely resolution.
- Identify recurring customer issues and coordinate with concerned departments for root-cause resolution.
- Maintain professional, responsive and solution-oriented communication with customers.
- Proactively communicate delays, changes, risks or issues to customers instead of waiting for escalations.
- Collect customer feedback and identify opportunities to improve customer experience.
- Maintain strong customer relationships through regular communication and follow-through.
- Receive and process customer Purchase Orders (POs) and Sales Order Confirmations (SOCs).
- Verify PO details including product specifications, quantities, pricing, delivery timelines, shipping details and other relevant requirements.
- Ensure accurate order entry and documentation with minimum errors.
- Coordinate with Sales, Supply Chain, Operations and other stakeholders for order execution.
- Monitor order progress against committed timelines.
- Identify potential delays or bottlenecks and escalate them proactively.
- Maintain complete and accurate order records in CRM/ERP systems.
- Ensure all order milestones are updated in the system on a real-time basis.
- Coordinate with internal teams to ensure orders are dispatched and delivered within committed timelines.
- Coordinate with Supply Chain, Warehouse and Logistics teams for timely dispatch and delivery.
- Maintain an updated tracker of order status, dispatch status and expected delivery dates.
- Provide proactive delivery updates to customers at defined intervals.
- Immediately communicate any anticipated delay or deviation from the committed timeline.
- Coordinate with internal teams to resolve delivery-related issues.
- Maintain proper documentation of delivery commitments and customer communications.
- Ensure there are no customer escalations arising from lack of communication or follow-up.
- Monitor customer payment status in coordination with the Finance team.
- Follow up with customers on overdue payments as per defined payment terms.
- Maintain proper records of payment follow-ups and customer commitments.
- Coordinate with Finance and Sales to resolve payment-related discrepancies.
- Follow up on disputed invoices, short payments, deductions or other payment-related issues.
- Ensure payment-related concerns are escalated and resolved within defined timelines.
- Maintain professional customer communication while following up for outstanding payments.
- Receive and coordinate customer sample requirements.
- Coordinate with Sales, Warehouse, Supply Chain and other concerned teams for sample availability.
- Ensure samples are dispatched within agreed timelines.
- Maintain accurate records of sample dispatches, delivery and returns.
- Follow up with customers for sample returns wherever applicable.
- Maintain sample tracking records in CRM/system.
- Ensure minimum delays, losses or discrepancies in sample management.
- Maintain 100% accurate and updated customer and order information in CRM.
- Ensure all customer interactions, follow-ups, commitments and order milestones are recorded.
- Update CRM immediately after relevant customer/order milestones.
- Maintain accurate records of complaints, resolutions, payment follow-ups, samples and customer feedback.
- Prepare scheduled and ad-hoc reports as required by the Reporting Manager.
- Ensure reports are accurate and submitted within defined timelines.
- Generate customer/service-related MIS to support management decision-making.
- Maintain proper documentation and audit trail of customer-related activities.
- Collect customer feedback after completed transactions/orders.
- Analyze customer feedback to identify service gaps and recurring issues.
- Identify opportunities to improve customer communication and internal coordination.
- Suggest process improvements based on customer interactions and operational observations.
- Share actionable recommendations with the Reporting Manager.
- Participate in implementation and monitoring of approved process improvements.
- Contribute towards reducing repeat complaints and improving customer satisfaction.
The position will work closely with:
- Sales & Business Development
- Supply Chain
- Operations
- Warehouse
- Logistics
- Finance & Accounts
- Quality
- Management / Leadership Team
The role will be responsible for ensuring effective coordination between these functions wherever required for customer/order execution.
4. Candidate ProfileEducational Qualification- Bachelor's degree in Business Administration, Commerce, Hospitality, Supply Chain, Customer Relationship Management or a related discipline.
- Additional certification in Customer Service, CRM, Supply Chain or Project Management will be an advantage.
- 2–5 years of experience in Customer Service, Customer Relationship Management, Sales Coordination, Order Management, Sales Operations or similar roles.
- Experience in B2B / trading / distribution / hospitality / FF&E / OS&E / project-based business will be preferred.
- Candidates with experience coordinating between customers and multiple internal departments will be preferred.
- Excellent verbal and written communication skills.
- Strong customer-handling and relationship-management skills.
- Ability to communicate professionally with customers and internal stakeholders.
- Strong follow-up and negotiation skills.
- Strong order management and coordination skills.
- Ability to manage multiple orders and priorities simultaneously.
- Strong attention to detail.
- Good understanding of delivery and logistics coordination.
- Ability to track tasks through to closure.
- Good working knowledge of CRM/ERP systems.
- Strong MS Excel and MIS reporting skills.
- Ability to maintain accurate records and analyze customer/order data.
- Ability to identify trends, recurring issues and process gaps.
- Customer-centric approach
- Ownership and accountability
- Proactive follow-up
- Problem-solving ability
- Cross-functional collaboration
- Time management
- Attention to detail
- Responsiveness
- Professionalism
- Learning agility
The successful candidate will be expected to:
- Own customer requirements from query to closure.
- Ensure accurate order processing without avoidable errors.
- Maintain proactive communication rather than reactive follow-up.
- Ensure timely coordination between Sales, Supply Chain, Finance, Warehouse and Logistics.
- Maintain complete and accurate CRM records.
- Identify potential issues before they become customer escalations.
- Take ownership of complaints until their final resolution.
- Build a strong culture of customer responsiveness and follow-through.
- Contribute measurable improvements to customer experience and internal processes.
- Demonstrate high levels of discipline, accountability and organizational commitment.
The role will be considered successful when customers receive accurate information, timely responses, reliable order updates, smooth delivery coordination and effective issue resolution, resulting in high customer satisfaction, fewer escalations, lower repeat complaints and stronger customer relationships.
Skills Required
- Bachelor's degree in Business Administration, Commerce, Hospitality, Supply Chain, Customer Relationship Management, or a related discipline
- 2-5 years of experience in Customer Service, Customer Relationship Management, Sales Coordination, Order Management, Sales Operations, or similar roles
- Excellent verbal and written communication skills
- Strong customer-handling and relationship-management skills
- Strong follow-up and negotiation skills
- Strong order management and coordination skills
- Ability to manage multiple orders and priorities simultaneously
- Strong attention to detail
- Understanding of delivery and logistics coordination
- Good working knowledge of CRM/ERP systems
- Strong Microsoft Excel and MIS reporting skills
- Ability to maintain accurate records and analyze customer and order data
- Experience in B2B, trading, distribution, hospitality, FF&E, OS&E, or project-based business
- Certification in Customer Service, CRM, Supply Chain, or Project Management
- Experience coordinating customers and multiple internal departments
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The Company
What We Do
AH International is an India-based hospitality solutions company focused on hotel openings and operations. It provides turnkey OS&E and FF&E services, connecting hospitality clients with manufacturers and delivering sourced products, services, and experiences. Its offering spans procurement, hotel supplies, equipment, glassware, crockery, kitchen and engineering products, and other brand-aligned solutions designed to make hotel launches more efficient and coordinated across India and global hospitality markets.
