Customer Care Executive

Job Description

Communicate targets, achievements, and performance metrics to customers (distributors, retailers, modern trade buyers, HORECA accounts).

Record, validate, and enter discounts, trade deals, scheme approvals, and special pricing issued by sales supervisors into the CRM/OMS, ensuring correct SKU, pack-size, and MRP mapping.

Notify customers of price changes, new product launches, SKU rationalizations, seasonal promotions, secondary-purchase incentives, and merchandising schemes.

Manage trade promotion calendars and ensure customers receive accurate scheme mechanics, effective dates, and claim procedures.

Support order taking and verification for trade-restricted SKUs, minimum order quantities, and promotional bundles; escalate pricing or supply issues to Sales Operations.

Verify eligibility for promotions (channel, geography, sales volume) and ensure discount approvals comply with company policy and audit requirements.

Coordinate with sales supervisors, distribution, supply planning, and marketing to resolve stockouts, delivery exceptions, invoice discrepancies, and promotion claims.

Maintain and update customer records, interaction logs, discount audit trails, promotion redemptions, and scheme reconciliations in CRM.

Provide customers with product information (pack sizes, shelf life, storage/handling guidelines) and compliance requirements (labelling, food safety certifications where applicable).

Prepare regular reports on discount utilization, promotion ROI, offer uptake, customer feedback, unresolved issues, and compliance exceptions.

Support onboarding of new distributors and retail chains with pricing structures, credit terms, and promotional onboarding.

Skills Required

Spreadsheets (e.g. Excel, Google Sheets, etc)
Word Processing and Desktop Publishing Tools (MS Office, Google Docs, etc)