2. Role of customer service
 Reprint Orders
 Import Orders
 Returns (claims)
 Handling customer concern & queries
 Reports
 Intercompany & Vendors bills

3. RE-PRINT ORDERS
Order Received from
Customer through Email
Order process details informed to
customer through email
Inform to WH to release the Pick slip
Order Processed in TMS
Invoice copy & dispatch details sent to
customer

4. Import order
Order Received
from customer
Availability of stock
informed to the
customer to
procure the same
Procurement
confirmation
from
customer
Creation of PO
Order Placed
at our
counterpart
Stock
Received from
counterpart
Order Process in
System
Invoice to sent
customer

5. Returns (claims)
Debit note & LR
copy received
from customer
Documents sent to WH
Report Received from
WH
RA creation in System
Approval from
Manager
RA sent to WH
RR info received
from WH
Credit note confirm
in the system
Copy sent to Customer

6. Handling customer concern & queries
 Stock availability information to customer
 Price information to customer
 Query related to customer orders
 Import title queries
 Performa creation
 Short and excess complaints
 Damage received by customer
 Boxes interchanged within transport
 Price and Discount Difference

7. Reports
 Discount approval report
 Short & excess supply report
 Return report
 Backorder report
 Order status report ( K, D, S)

8. Communications & Coordination
 Communication with customer regarding their orders
 Coordination with WH to dispatch the customer order
 Coordination with WH to release the return consignment
from transport.
 Coordination with vendors to deliver the consignment on
time( including import stock).
 Coordination with Production & marketing team for the
availability of the titles.

9. Intercompany & Vendors bills
 Coordination with vendors for their bills
 Checking of intercompany and vendors bills and
forward to finance dept.
 Information to vendors about their payments

10. WAREHOUSE
(Key Responsibilities)
 Implement the Standard Operating Procedure in Warehouse for each
Activity like Order Processing, Packaging, Sampling, stock-in.
 Identify, negotiate and empanel vendors with finance department for
more disciplined functioning of warehouse including freight and
courier expenses through better deals without compromise on quality.
 Contribute with ideas for improved efficiencies.
 Returns effective process – improve upon report time lag, processes and
quality of returns.
 Production Audit - assuring quality of stock received from the printer
and further reporting to the concerned department
 Inventory Management - Damage, OP/OE Stock regulation, Location
management, Cyclical Counting.
 Effectively managing Pulping and Stock count process during Audit.
 Administrative Control – Overall work allocation, Security and safety,
Housekeeping, warehouse hygiene etc