Job Description 1 Master & Control of all documents like SOPs, BMR, Specification & MOA, logbooks, calibration records to concern departments. 2 Issuance of all documents like SOPs, BMR, Specification & MOA, logbooks ,calibration records to concern departments 3 Preparation of all documents like SOPs, BMR, Specification & MOA, logbooks, calibration records of concern departments 4 Reviewing of HPTLC, TLC, GC reports, peaks, graphs etc 5 Checking & signing of BMR of Liquid syrup, Tablets & Mother tincture section. 6 Receipt & storage of executed documents like BMR, Analytical logbooks, calibration records etc. 7 Receipt & storage of control samples of finished product, raw material etc. 8 Receipt, storage & destruction of superseded SOPs. 9 Preparation of process validation protocol & Report. 10 Receipt & storage of executed validation protocol & Report 11 Receipt & storage of executed Qualification documents of equipment & instruments 12 Stability studies documentation with help of Quality control. 13 Preparation & Revision of SOPs of Quality Assurance department. 14 Compliance and preparation of Audit Report. 15 Maintenance of control sample room & Documentation room. 16 Training of sub ordinates & evaluation. 17 Preparation of Training schedule and its implementation and monitoring. 18 Identification of training needs to internal/ external to the sub ordinates. 19 Compliance of Audit Report from Government authorities (FDA). 20 Any other activity assigned by the management.

1. Content Creation & Review Write engaging and informative content for infographics, social media, and digital platforms. Proofread and validate creative copies for marketing campaigns to ensure accuracy and brand alignment. 2. Sales & Scheme Analysis Analyze monthly offline and online sales data and maintain updated records. Plan and prepare marketing schemes (doctor POB and dealer-wise) based on sales trends and business goals. Monitor scheme performance and allocate gifts accordingly. Prepare and update Pillar” and “Focus” brand performance sheets. Should be well-versed with Excel, including formulas and shortcuts, for efficient data analysis and reporting. 3. E-commerce & Marketplace Management Monitor business performance across all e-commerce portals, including 1mg and the company website. Coordinate with platform POCs to update product listings regularly. Ensure the order fulfillment strategy is streamlined and cost-effective. Track and check inventory status across all e-commerce platforms. Should be well-versed with Shopify for product, order, and inventory management. Process invoicing in Microsoft Navision (NAV) for online marketplace orders. Handle order processing occasionally, depending on business needs. 4. Website Coordination Coordinate with the web development team for updates, design changes, and technical support related to the MCPL website. Suggest improvements for customer experience and product visibility. 5. Reporting & Coordination Maintain accurate records of all activities related to marketing campaigns, sales data, scheme performance, and e-commerce operations. Ensure interdepartmental coordination for timely execution of tasks.

Key Responsibilities: Primary CRM & Customer Interaction Make daily outbound calls to customers and doctors for feedback, confirmations, follow-ups, and service queries. Call and follow up on abandoned carts to convert interest into confirmed orders. Receive inbound calls, understand customer needs, and transfer calls to the appropriate person or department. Maintain detailed logs of all customer interactions in the CRM system. Ensure customer satisfaction by providing timely updates, tracking resolutions, and escalating critical issues as needed. Customer Communication & Engagement Handle customer service emails, messages, and follow-ups. Support marketing campaigns by managing SMS, email, and WhatsApp communication. Help build customer loyalty through proactive engagement and post-sale follow-up. Secondary – E-commerce Support (Light) Assist in order processing on platforms such as Shopify, Amazon, or internal portals. Perform basic invoice entry and documentation in accounting or Navision systems. Support logistics communication when necessary, including basic email follow-ups with couriers or customers. Reporting & Coordination Prepare daily reports on calls made, issues resolved, and customer satisfaction. Assist in collecting customer feedback and generating insights for product or service improvement. Coordinate with the sales, dispatch, and technical teams for issue resolution and customer handovers. Candidate Requirements: 1–3 years of experience in a CRM, customer service, or support role. Strong verbal communication skills in English and [Hindi language, if relevant]. Confident in speaking with doctors and professionals. Comfortable handling large volumes of customer interactions daily. Basic knowledge of e-commerce platforms and invoicing tools. Proficient in MS Excel, Google Sheets, and email communication.