Evident Scientific
Website:
evidentscientific.com
Job details:
Primary Purpose
The Customer Care Officer serves as the primary point of contact for customers, distributors, and internal stakeholders across India and the SAARC region. The role is responsible for delivering an exceptional customer experience through effective order management, export coordination, Letter of Credit (LC) administration, service support, and issue resolution.
Working closely with Sales, Service, Supply Chain, Logistics, Finance, the Customer Care Officer ensures timely order fulfilment, compliance with trade and regulatory requirements, accurate execution of LC transactions, and strong customer satisfaction.
Key Responsibilities
Customer Management & Service Excellence
• Act as the single point of contact for assigned distributors and internal stakeholders
• Build and maintain strong customer relationships through responsive, proactive communication and timely issue resolution
• Manage customer inquiries, requests, and escalations, ensuring timely resolution and customer satisfaction.
• Provide regular updates on order status, service billing, and delivery schedules.
Order Fulfilment & Account Management
• Process Sales Orders and Service Orders accurately in accordance to defined service levels.
• Manage end-to-end order fulfilment activities, ensuring orders are processed, released, shipped, and invoiced accurately.
• Monitor order backlog and delivery commitments, proactively identifying and resolving fulfilment risks.
Export & Letter of Credit (LC) Management
• Manage and coordinate Letter of Credit (LC) transactions for SAARC customers, ensuring compliance with LC requirements and trade regulations.
• Review and validate LC documents, resolving discrepancies and supporting timely shipment and payment collection.
• Coordinate closely with distributors, Finance, Logistics, and Sales teams to ensure smooth execution of export orders and LC processes.
• Monitor LC validity, shipment deadlines, amendments and payment status to mitigate operational and financial risks.
Service Operations Support
• Monitor service parts availability to support timely service delivery.
• Manage parts ordering, parts issuance, customer billing, and related service transactions.
Inherent Requirements Key Skills / Core Competencies
• Strong customer service orientation with a commitment to delivering excellent customer experience.
• Excellent verbal and written communication skills.
• Strong process orientation with proficiency in ERP and CRM systems.
• Ability to work independently while collaborating effectively within a team environment.
• Strong attention to detail and problem-solving skills.
Experience
• 3-5 years of experience in Customer Care, Order Management, Export Operations, Logistics, Supply Chain, or a related customer-facing function.
• 1-2 years of hands-on experience managing Letter of Credit (LC) transactions and export documentation.
• Experience supporting SAARC, Middle East, or other emerging market regions is preferred.
• Practical experience with SAP ERP, Salesforce CRM, or equivalent business systems is advantageous.
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