Aftermarket Customer Service Engineer / Representative

Job Description and Responsibilities

TITLE: Aftermarket Customer Service Engineer / Representative

BUSINESS: Aftermarket Customer Service

LOCATION: Thane, India

DIRECT REPORTING: Team Leader Aftermarket Customer Service India

DIRECT REPORTS: None

POSITION DETAILS:

Position Summary:

The Order Execution engineer/representative is responsible for the end-to-end processing and execution of spare part and pump orders. The role ensures accuracy in order entry, compliance with internal and external requirements, and effective coordination to support timely delivery and customer satisfaction.

Principal Activities:

• Process spare part and pump orders through all stages, including order booking, planning, warehouse coordination, shipping, and delivery.


• Enter spare part and pump orders received via CRM into SAP with accurate technical and commercial details, in line with trade compliance and due-diligence requirements.


• Create sales orders in SAP with complete and correct information, including pump history, end-user details, industry segment, and commercial marine classification.


• Coordinate with plant and order management teams to track order status, production progress, and delivery timelines, and communicate updates to customers.


• Act as the primary point of coordination between internal stakeholders and customers for order-related matters.


• Address and resolve technical and commercial clarifications related to orders.


• Monitor and follow up on orders at various stages of execution, including orders received through the WEBSHOP (online platform).


• Coordinate warranty-related checks where applicable.


• Work closely with the Shipping team and manage IHM and other shipping documentation.


• Ensure accurate selection and completion of delivery packages as per order requirements.


• Use cloud-based tools and systems for order submission, documentation, and tracking.

Requirements:

CANDIDATE REQUIREMENTS

Knowledge Skills & Abilities:

• Effective coordination and communication skills


• Attention to detail and ability to manage multiple orders simultaneously


• Basic understanding of order execution process


• Working knowledge of SAP SD and CRM systems (preferred)


• Should be Team-capable, self-motivated, accountable, customer-focused.

Education & Experience:

• 2+ years professional experience in customer service, order execution of industrial goods.

• Diploma / Degree / Graduate in any Specialization.

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