Trade Partner Success Executive

Anand Pharma

Position Overview

At Anand Pharma, we believe that strong customer relationships are the foundation of sustainable growth. The Customer Growth & Success Executive serves as the primary liaison between Anand Pharma and its network of retail pharmacy partners, ensuring seamless order fulfilment, exceptional service delivery, and long-term business development.

This role combines customer relationship management, operational coordination, sales enablement, and business intelligence to drive customer satisfaction, retention, and revenue growth across a diverse portfolio of healthcare and wellness brands, including Shree Baidyanath, Dabur, Himalaya, Zandu, and other leading manufacturers.

Key Responsibilities

Customer Success & Relationship Management

Build and nurture long-term relationships with retail chemists and trade partners.

Act as the single point of contact for customer inquiries, service requests, and business support.

Maintain regular engagement with customers to understand evolving business needs and identify growth opportunities.

Enhance customer loyalty through proactive communication and service excellence.

Order & Distribution Excellence

Ensure timely and accurate processing of customer orders.

Coordinate with warehouse, logistics, and sales teams to facilitate seamless order fulfilment.

Monitor order status and proactively resolve supply-related issues.

Support efficient inventory movement and product availability across key accounts.

Revenue Growth & Business Development

Identify opportunities to increase product penetration and customer wallet share.

Drive repeat business through strategic account management and customer engagement initiatives.

Assist in onboarding new retail partners and strengthening market coverage.

Collaborate with management on customer retention and growth strategies.

Collections & Credit Management

Monitor outstanding receivables and ensure the timely collection of payments.

Maintain healthy customer credit relationships while minimising overdue balances.

Coordinate with finance teams to address account-related concerns and payment disputes.

Complaint Resolution & Service Recovery

Investigate and resolve customer complaints regarding product availability, billing, deliveries, schemes, or service issues.

Ensure prompt closure of customer concerns while maintaining high satisfaction levels.

Identify recurring issues and recommend process improvements.

Data Management & Business Intelligence

Maintain accurate customer records and transaction histories.

Generate periodic MIS reports on sales performance, collections, customer activity, and service metrics.

Analyse customer trends and provide actionable management insights.

Support decision-making through data-driven reporting and performance tracking.

Team Coordination & Process Improvement

Coordinate with sales, operations, accounts, and warehouse teams to deliver a superior customer experience.

Assist in developing standardised customer service processes and best practices.

Contribute to operational efficiency initiatives that improve responsiveness and customer satisfaction.

Key Performance Indicators (KPIs)

Customer retention rate

Order fulfilment accuracy

Collection efficiency and debtor days

Customer satisfaction and complaint resolution time

New customer onboarding success

Revenue growth from existing accounts

Product availability and service levels

Accuracy and timeliness of MIS reporting

Desired Skills & Competencies

Strong interpersonal and relationship-building skills

Excellent communication and negotiation abilities

Customer-centric mindset with a problem-solving approach

Proficiency in Microsoft Excel and business reporting

Ability to manage multiple priorities in a fast-paced environment

Strong analytical and organisational skills

Knowledge of pharmaceutical distribution and trade channels preferred

Why This Role Matters

The Customer Growth & Success Executive is not merely responsible for managing customer interactions; they serve as a strategic business partner to Anand Pharma's retail network. By combining operational excellence with relationship management and commercial insight, this role directly contributes to customer loyalty, market expansion, and sustainable business growth.