Process Coordinator

About the Role 

We're looking for a sharp, detail-oriented MBA fresher to join our Customer Relations team as a Process Coordinator. This role sits at the intersection of customer communication and operational process management — you'll be the link between customer requirements and internal fulfillment, ensuring nothing falls through the cracks. 

Key Responsibilities 

● Act as a primary point of contact for customer queries, order status updates, and follow-ups via call, email, and WhatsApp 

● Coordinate between sales, dispatch, and accounts teams to ensure timely order processing and resolution of customer issues 

● Maintain accurate records of customer interactions, complaints, and resolutions in internal trackers/CRM 

● Follow up on pending payments, documentation, and order confirmations with clients

● Draft and send professional written communication (emails, WhatsApp templates) to customers 

● Identify recurring process gaps or customer pain points and report them to the reporting manager with suggestions for improvement 

● Support in preparing MIS reports/dashboards on customer query volumes, turnaround times, and satisfaction metrics 

● Assist in onboarding new customers — explaining processes, documentation requirements, and company policies 

● Ensure adherence to defined SOPs for order handling, escalations, and customer communication 

Required Skills & Qualifications 

● MBA (any specialization; Marketing, Operations, or General Management preferred) 

● Freshers welcome — 0–1 year experience 

● Strong verbal and written communication skills in English and Hindi 

● Comfortable with MS Excel, Google Sheets; basic familiarity with CRM tools is a plus 

● High attention to detail and process discipline 

● Customer-first mindset with patience and problem-solving ability 

● Ability to multitask and coordinate across departments What We Offer 

● Hands-on exposure to end-to-end customer relations and process operations in the paper trading industry 

● Direct mentorship and structured learning in B2B customer servicing 

● Growth path into Customer Relations Manager / Process Excellence roles