Heena Malhotra
Customer Service Representative @Lonza
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WORK HISTORY
Customer Service Representative @Lonza
Gurugram, IN
Prepare Sales file, R&D files, Complaint files and pricing file.Collect customers existing or new product samples from TSM and NSM to develop the same capsules & artwork for getting the future business. Commercial & samples orders processed in SAP and dispatch the same timely. Time to time co-ordinate with internal sales, BD and different department for orders confirmation. Co-ordinate with external customer and resolve their queries if any. Sending weekly report to TSMs, NSMs and seniors. Follow up with customer regarding further orders and overdue payment.Sending the order confirmation along with dispatch schedule within 48 hrs. After receiving the order. Enter complaint in system if any received from customer and send the acknowledgement same day or next working day. Prepare Proforma invoice and send to the customer for advance payment or apply for duly NOC for export orders. Handling export orders & shipping documents.Provide induction to new joiner.
EDUCATION
Delhi University
Bachelor's degree, Art History, Criticism and Conservation
Welingkar Institute of Management
Master of Business Administration, Finance, General
ABOUT HEENA MALHOTRA
Customer Support officer at (Lonza capsugel). End to end knowledge of \"Order to cash from receiving the order\'s till receiving the payment. Handling and maintaining customer sales order records processing the orders in the system. Identifying and processing of debit notes and credit notes in the system. Having good exposure on ERP like SAP, Salesforce, Power BI, SAP BW. Collection of existing or new product customer\'s samples from TSM and NSM to develop the same capsules & artwork in order to get new business. Commercial & samples orders processing in SAP and tracking the dispatch of the material to customer according to the scheduled time frame. Co-ordinate with internal sales team members BD and different department for orders confirmation. Co-ordinate with customers and helping them resolving their queries related to the price, Qty, dispatch. Sharing weekly sales report to TSMs, NSMs & to the Management. Following up with customer to get the further orders and their overdue pending payment. Sending the order confirmation along with dispatch schedule within 48 hrs. After receiving the order. Enter complaint in system received from customer and resolving it by identifying and providing the root cause analysis to avoid such complaint in the future. Prepare Proforma invoice and send to the customer for advance payment or apply for duly NOC for export orders. Handling export orders & shipping documents.Provide induction to new joiners.
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