Outcome -Manage all customer / partner inbound and outbound order processing Confirming orders & delivery plans with India partners in line with KPI’s Ensure all documentation meets India Standards

Key Responsibilities:

1. General Customer Service • Respond to all email queries via Outlook within 24 hours of receipt • Handle India customer queries professionally, provide knowledgeable solutions and follow up as required • Key all ASAP orders on day of receipt and all Indent orders within 5 working days • Provide back up and support to other CS team members as/when requested • General administration (filing etc.), housekeeping, and ad-hoc requests as required

2. Key Account Administration • Ensure all key account orders are entered on time and all queries are actioned as soon as is practicable • Ensure all SO are entered on time in line with KPIs • Action all queries as soon as is practicable 3. General Administration • Manage product oversold – ensure all orders that cannot be filled are cancelled and communicated to sales team • Manage India FTS stock – ensure the accounts are receiving the accurate and updated information weekly to generate the additional orders

Key Measures: 1. All asap orders received prior to 12pm are keyed and sent to warehouse immediately 2. All asap orders received after 12pm are keyed by close of business 3. All indent orders processed within 5 days Outcome Statements • All contract, indent, and asap orders are keyed according to set KPIs • Total customer experience is excellent and customer satisfaction results meet set KPI’s Individual Attributes • Knowledge of India market and or Middle East experience • Understands how to treat our customers • Well developed data entry, MS Excel, and MS Word skills • High accuracy level and attention to detail

• Computer know how – Operating system: Aurora • Analytical & problem-solving skills • Communication skills – must have excellent written and spoken English • Team player, contributor, and self motivation a must