ROCKWOOL Group

Stone wool insulation manufacturer for buildings

Customer Service Executive

Customer SupportConfirmed live in the last 24 hours

Full-timeMumbai, Maharashtra, IndiaNo salary listedIn-person

About the Job

Responsibilities

Manage timely and accurate order entry, including short-closing or postponing orders in SAP to ensure management accuracy.
Prepare ISO audit documentation.
Respond to customers with order acknowledgements or confirmations after receiving purchase orders, and provide timely delivery-date responses.
Receive, process, and verify quotations and orders from sales or customers against customer purchase orders.
Respond to customer service requests for order changes, maintain order and customer information and delivery schedules, and communicate updates to appropriate personnel and departments.
Provide quality service to internal and external customers through responses, documentation, coordination, and feedback.
Participate as a customer service departmental team member, providing expertise to develop and recommend changes to existing methods and systems to improve the department's accuracy, efficiency, and responsiveness.
Handle customer complaints according to standard procedures and ensure corrective action within the required timeframe.
Coordinate with the line manager to resolve shipment or delivery discrepancies according to customer requirements.
Manage customer escalations and provide reactive business solutions in consultation with the line manager.
Interact with colleagues within the team to support smooth business operations.
Complete other business requirements as directed by managers.
Initiate sample requests and coordinate with Quality to ensure timely dispatch of samples to customers.

Job Purpose & Scope

To manage order entry on timely manner with complete accuracy as order entry is the initiating activity for the complete supply chain process. Initiates and implements corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction is maintained. Also need to short close the order or postpone the orders in SAP system for accuracy to Management.

ISO audit prepartion & documentation.

Key Result Areas

To respond to customer with order acknowledgement/confirmation after receipt of Purchase order and timely response with delivery date

3. Key Responsibilities & Job Content

Receives processes and verifies the accuracy of quotations/orders from sales/customers with customer purchase orders.
Initiates required action for response to customer service requests for order changes, including the maintenance of order/customer information, delivery schedule and communicate to the appropriate personnel/departments.
Ensures and provides quality service to both internal and external customers in terms of responses, documentation, co-ordinations feedbacks etc.
Participates and provides expertise as a member of the customer service’s departmental team. The team's objective is to develop and recommend changes to existing methods and systems to increase the accuracy, efficiency and responsiveness of the customer service department as a whole.
Handle customer complaints in accordance to standard procedures and ensure corrective action within the time frame set.
Coordinate with Line Manager to resolve the discrepancies of shipments or deliveries to customers according to customers’ requirement.
- Manage customer escalations and provide reactive business solutions after discussing with the line manager.
Interact with other colleagues within team for smooth business.
Any other business requirement directed by the managers.

i. ISO audit preparation & documentation

j. Initiative Sample Request & Coordination with Quality for timely sample dispatch to customer

About the Company

ROCKWOOL Group

Stone wool insulation manufacturer for buildings

Rockwool Group is a global leader in stone wool insulation. It makes high-performance, sustainable insulation products for buildings and for industrial and technical applications, with four North American factories and about 800 employees. The core product uses stone wool technology made from natural rock to provide insulation that helps with temperature control, sound dampening, and fire resistance in construction. The company also offers specialist solutions for horticulture, marine, and offshore sectors. Compared with competitors, Rockwool differentiates itself by specializing in stone wool at scale, owning multiple production sites in North America, and focusing on sustainability and long-term performance using abundant natural resources. Its goal is to help people meet modern development challenges—using stone to create safer, more comfortable spaces and to make the world a better place for future generations.

Company size: 201-500
Company stage: Not listed
Total funding: Not listed
Headquarters: Hedehusene, Denmark
Founded: 1937

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