Customer Support – Key Account Support (Night Shift)

About the role

We are seeking a proactive Customer Support / Key Account Support Executive to serve as the single point of contact for our overseas clients, primarily in the US and UK. The role operates on a night shift aligned with US business hours and focuses on coordinating order execution, artwork approvals, dispatch schedules, billing, and overall customer service.

Key responsibilities

• Act as the SPOC for overseas customers, handling artwork approvals, purchase orders, dispatch schedules, delivery timelines, stock availability, and re‑orders.
• Support Sales and Key Account teams in achieving revenue targets and maintain strong client relationships.
• Coordinate internally with IT, Production, Estimation, Product, Accounts, and Marketing for seamless order execution and new product launches.
• Prepare and maintain MIS, customer‑specific, and business forecast reports using MS Excel.
• Resolve service quality, dispatch, delivery, and complaint issues promptly.
• Conduct regular customer meetings, provide updates on TAT, delivery status, and operational performance.
• Manage CRM records and ensure accurate documentation of all customer communications.
• Conduct market research, share competitor analysis, and support branding initiatives.

Required profile

• Minimum 2 years of experience in Customer Support or Key Account Management, with direct exposure to US/UK customers.
• Excellent spoken and written English communication skills.
• Strong coordination, problem‑solving, and relationship‑management abilities.
• Willingness to work night shifts aligned with US business hours.

Required skills

• MS Excel
• MIS reporting
• CRM systems