Techno-Commercial – Customer Service Representative (CSR)

Industry

Polymer Distributor.

Department

Sales & Customer Support.

Location

- Kandivali , Chennai, Noida

JOB DESCRIPTION

To provide techno-commercial support to customers by understanding their polymer product requirements, coordinating sales orders, handling technical and commercial queries, and ensuring timely order execution and customer satisfaction.

Key Responsibilities

a. Technical & Product Knowledge

Understand different polymer grades such as PP, HDPE, LDPE, LLDPE, PVC, GPPS, HIPS and other plastic raw materials.

Understand product specifications, grades, applications and technical data sheets (TDS).

Assist customers in identifying suitable polymer grades based on their application requirements.

Coordinate with suppliers and the Sales Team for technical clarifications.

Share product specifications, TDS, MSDS and other relevant documents with customers.

Understand customer requirements and provide appropriate product information.

b. Commercial Activities

Handle customer enquiries related to product availability, pricing, quantity and delivery timelines.

Prepare and share quotations with customers in coordination with the Sales Team.

Coordinate price approvals and commercial negotiations as per company guidelines.

Process customer purchase orders and ensure accuracy of product grade, quantity, rate and payment terms.

Coordinate with the Billing Team for timely invoice generation.

Follow up on customer payments in coordination with the Accounts Team.

c. Order Management & Coordination

Coordinate with Sales, Warehouse, Billing, Accounts and Logistics departments for smooth order execution.

Monitor order status from confirmation to final delivery.

Ensure timely dispatch and delivery updates to customers.

Handle customer complaints related to product quality, quantity, delivery and documentation.

Coordinate with the departments concerned for complaint resolution.

d. Customer Relationship Management

Maintain regular communication with existing customers.

Respond promptly to customer enquiries through calls, emails and WhatsApp.

Develop strong customer relationships through effective follow-ups.

Support the Sales Team in customer retention and business development activities.

e. MIS & Documentation

Maintain customer enquiry, quotation and order records.

Prepare daily/weekly sales coordination and pending order reports.

Maintain records of customer complaints and their resolution.

Update customer details and order information in ERP / Tally / CRM systems.

Educational Qualification

B.Sc. Chemistry / B.Sc. Polymer Science / Diploma in Plastics Technology / B.Tech Chemical or Polymer Engineering preferred.

B. Com / BBA graduates with relevant polymer industry experience may also be considered.

Experience

2–5 years of experience in Customer Service, Sales Coordination or Techno-Commercial roles.

Experience in polymer distribution, plastic raw materials, petrochemicals or chemical trading industry preferred.

Required Skills & Competencies

Good understanding of polymer grades and their applications.

Strong commercial understanding of pricing, quotations and order processing.

Excellent communication and negotiation skills.

Good customer handling and problem-solving abilities.

Knowledge of MS Excel, MS Office and ERP / Tally.

Strong coordination, follow-up and documentation skills.

Ability to manage multiple customer requirements simultaneously.

Pay

₹10,000.00 - ₹40,000.00 per month

Benefits

Cell phone reimbursement

Food provided

Health insurance

Leave encashment

Paid sick time

Paid time off

Provident Fund

Work Location

In person