Customer Support - Key Account Support

We are looking for a proactive and customer-focused Customer Support / Key Account Support Executive to manage and support overseas clients, primarily from the US and UK markets. The candidate will act as a Single Point of Contact (SPOC) for customers, ensuring smooth coordination between clients and internal teams for order execution, artwork approvals, dispatch schedules, billing, and customer service operations.
The ideal candidate should possess strong communication skills, excellent coordination abilities, and hands-on experience in customer support and account management. The role requires close interaction with sales, production, marketing, accounts, and operations teams to ensure timely delivery, customer satisfaction, and long-term business relationships.
Candidates must be comfortable working in night shifts aligned with US business hours and should have strong MS Excel and reporting skills.

• *Act as the Single Point of Contact (SPOC) for overseas customers.
  * Coordinate with customers regarding artwork approvals, purchase orders, dispatch schedules, delivery timelines, stock availability, and re-orders.
  * Support Sales and Key Account Management teams in achieving revenue targets.
  * Maintain strong relationships with clients and address customer concerns effectively.
  * Coordinate internally with departments such as IT, Production, Estimation, Product, Accounts, and Marketing for seamless execution of orders and new product launches.
  * Support export tender documentation and submission activities.
  * Monitor customer satisfaction levels and identify improvement opportunities.
  * Prepare and maintain MIS reports, customer-specific reports, and business forecasts using MS Excel.
  * Resolve issues related to service quality, dispatch, delivery, and customer complaints in a timely manner.
  * Conduct regular customer meetings and provide updates on Turnaround Time (TAT), delivery status, and operational performance.
  * Manage CRM systems and maintain accurate customer communication records.
  * Conduct market research and share competitor analysis and global market intelligence with management.
  * Support branding and image-building initiatives.
  * Ensure compliance with organizational policies, contractual obligations, and quality standards.
  * Handle additional responsibilities assigned by management from time to time.

Required Skills & Qualifications
* Minimum 2 years of experience in Customer Support or Key Account Management.
* Experience handling US/UK customers is mandatory.
* Excellent spoken and written English communication skills.
* Strong working knowledge of MS Excel and MIS reporting.
* Good coordination, problem-solving, and relationship management skills.
* Ability to multitask and work collaboratively with cross-functional teams.
* Willingness to work in night shifts (US Shift).

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