Senior Executive – Business Processing & Coordination

Position overview

Company: Arvi Systems
Location: Bangalore

Salary ; 35k to 50K
Reporting To: General Manager
Team Supervision: 3–4 executives handling sales and service processing

Role Purpose

Serve as the coordination bridge between the General Manager and the process executives handling sales and service processing. Receive instructions and priorities from the General Manager, translate them into clear tasks, assign them to the appropriate team members and ensure timely execution. Supervise a team of 3–4 executives while actively handling business processing work.

Remain actively involved in both sales-processing and service-processing workflows from receipt through documented closure. Track progress, resolve coordination gaps, obtain decisions from the General Manager when required and report completion or pending issues. All incoming business enquiries and service requests must be routed through this role for assignment, tracking and follow-up. Personally perform the work wherever gaps, delays or staff unavailability arise.

Key Responsibilities

1. Team Supervision and Hands-on Execution

Allocate work, guide team members, review pending tasks and ensure timely completion. Actively perform assigned work and personally take over execution wherever an executive requires support, is unavailable or fails to complete the required action.

2. Central Coordination of Incoming Enquiries

Ensure that every enquiry received through telephone, email or other channels—from OEMs, dealers and end customers—is acknowledged, recorded and routed to the appropriate executive. Identify whether the requirement concerns pricing, a sales quotation, a service quotation, technical clarification or service support, and initiate the necessary action.

3. Central Coordination of Service Calls

Act as the central coordination point for all end-customer and OEM service requests, including warranty support, AMC service, preventive maintenance and out-of-warranty service on a per-call basis. Record each request, establish the applicable service scope and coordinate the required quotation, customer approval, service assignment and attendance. Follow up on open quotations and service cases until their outcome is documented. Maintain the current stage, action owner and next-action date, and remain involved until the service issue is resolved and the case is formally closed. Where a quotation is declined or a request is withdrawn, record the reason and closure status.

4. Sales and Service Quotation Processing

Coordinate the collection of approved prices and technical inputs, instruct the responsible executive to prepare and send the required quotation or response, and verify timely dispatch. Ensure that all sales and service quotations issued to OEMs, dealers and end customers are recorded, filed and followed up at appropriate intervals until the outcome is documented.

5. Techno-commercial and Technical Drafting Support

Obtain the technical and commercial details required for enquiry processing. Prepare or supervise technical correspondence, clarification letters, compliance statements and deviation lists, using inputs and approvals from engineering and management.

6. Service and Preventive Maintenance Records

Collect, verify and file service visit reports, preventive maintenance reports, engineer observations, customer acknowledgements and pending-action details. Ensure that every attended service call has an updated record and that any outstanding recommendations or corrective actions are assigned and tracked through completion.

7. Filing and Document Control

Maintain organised, retrievable customer records covering enquiries, correspondence, quotations, service calls, maintenance reports, meeting minutes and closure records. Ensure that documents are filed against the correct customer, equipment or enquiry reference and that the latest status is readily available. Include service quotations, approvals, AMC records, spare-parts issue and return records, and customer/OEM stock balances.

8. Follow-up, Reminders and Escalations

Maintain updated trackers showing the current stage, responsible person, next action and target date for each enquiry, quotation and service case. Issue reminders, verify completion and escalate delays with complete supporting details. Obtain decisions or clarifications from senior personnel and communicate them promptly to the customer and execution team. Track pending service approvals, spare-parts returns and stock replenishment actions through completion.

9. Customer Communication and First-level Service Escalations

Handle first-level customer escalations, coordinate with service engineers and keep customers informed of progress. Ensure prompt acknowledgement, clear communication and continuity of follow-up throughout the case.

10. Business Correspondence and Reporting

Independently draft emails, letters, minutes of meetings and records of telephone discussions. Report pending enquiries, quotation follow-ups, open service calls, overdue commitments and matters requiring management intervention.

11. Service Spares and Inventory Coordination

Maintain an accurate record of service spares held at Arvi Systems and those issued to OEMs or end customers for service support. Track item details, quantities, issue dates, locations, usage, pending returns and current balances. Coordinate with stores and service engineers to reconcile records and confirm the status of unused, replaced or defective parts. Follow up directly with OEMs and customers to arrange required returns and confirm receipt. Identify shortages and coordinate approved replenishment; identify excess holdings and arrange their return. Keep every issue, replenishment and return action open in the tracker until it is completed and recorded.

12. General Manager–Process Team Coordination

Act as the primary operational link between the General Manager and the sales and service process executives. Receive and clarify the General Manager’s instructions, communicate the required actions and deadlines to the team, and ensure that the work is completed. Consolidate status updates from both workflows, highlight pending decisions or delays, obtain the necessary guidance and convey it to the responsible personnel. Verify completion, close the action loop and report back to the General Manager. Personally step in wherever execution support is required.

Required Skills and Competencies

• Strong written and verbal communication and professional drafting skills.
• Experience in sales processing, service coordination or business operations, preferably in engineering or manufacturing.
• Ability to understand technical terminology and coordinate techno-commercial documentation.
• Strong skills in documentation, filing, task tracking, follow-up and prioritisation.
• Ability to supervise a small team while independently executing daily work.
• Confidence in customer discussions and first-level service escalations.
• Proficiency in email, MS Word, Excel and business tracking systems.
• Willingness to personally take ownership wherever execution gaps arise.
• Working knowledge of Hindi, Marathi, Tamil, Kannada and English is required to communicate with customers and OEMs. The candidate must be able to explain requirements clearly, persuade customers to provide approvals or return spares, handle concerns and coordinate follow-up effectively in these languages.

Performance Expectations

Every enquiry, quotation, service call and service-spares transaction must be recorded, assigned, followed up and tracked to a documented outcome. The executive must always know its current stage, who is responsible for the next action and when that action is due, and ensure that no case is left unattended. Service-stock balances at Arvi Systems, OEMs and customer locations must remain accurate, with pending returns and replenishments followed through to completion.