Key Responsibilities
Oversee the day-to-day operations of the sales back-office team, ensuring timely and accurate processing of customer orders, invoices, credit notes, and pricing updates.
Act as the first point of escalation for customer queries and complaints, ensuring quick resolution in alignment with company policies.
Manage and maintain system data related to pricing, customer master, and product codes to ensure accuracy and compliance.
Collaborate with Sales, Finance, Supply Chain, and other internal teams to streamline processes and ensure efficient order-to-cash operations.
Lead, coach, and develop the back-office sales support team to achieve departmental KPIs and enhance customer satisfaction.
Monitor performance metrics and generate regular reports on order processing, customer service levels, and team productivity.
Drive continuous process improvements and automation initiatives to increase efficiency and reduce errors.
Ensure compliance with company policies, credit control measures, and internal audit requirements.
Qualifications & Experience
Bachelor's degree in Business Administration, Commerce, or related field.
Minimum 5 years of experience, with at least 3 years in Sales Back Office / Customer Service operations.
Proficiency in Gujarati or Hindi is a MUST, given the cultural and business context of key stakeholders.
Proven track record of team leadership and people management.
Hands-on experience with ERP/CRM systems (SAP) for invoicing, credit notes, and pricing updates.
Strong communication skills (oral and written) with ability to interact effectively across levels and functions.
Experience in the Food & Beverage / FMCG industry is mandatory.