Main Responsibilities

The main responsibilities of the role include, but are not limited to, the following:

Customer Query Handling & Product Information Support

• Handle customer queries related to product information, regulatory documentation, compliance declarations, and product-level supporting evidence, ensuring timely and accurate responses.
• Manage routine and moderately complex queries independently, using approved templates, available documentation, and defined guidance.
• Escalate complex or non-standard queries to the Team Lead / Specialist with clear context, missing inputs, and proposed next steps.

Regulatory Documentation & Product Information Management

• Retrieve, validate, and compile relevant product information, regulatory documents, declarations, technical documents, and supporting evidence required for customer responses from document lake/supplier portal.
• Check availability, completeness, and consistency of product-related documents and ensure information shared is aligned with defined documentation standards.
• Identify missing, outdated, or inconsistent documents and coordinate follow-ups with internal stakeholders or suppliers for closure.

Data Integrity, Documentation & System Discipline

• Maintain accuracy and completeness of product information, customer responses, supporting documents, and activity records in relevant systems, trackers, and repositories.
• Ensure documentation, responses, and follow-up records are maintained in structured formats to support traceability, service visibility, and reporting.
• Follow defined work instructions, checklists, approval steps, and documentation standards to ensure consistent and compliant execution.

Quality, Service Governance & Team Enablement

• Perform quality checks on responses, data entries, documentation attachments, and supporting evidence to ensure completeness and correctness before closure.
• Support service governance by maintaining accurate trackers, highlighting recurring issues, and providing timely updates for visibility and reporting.
• Guide Product Intelligence Support Associates / Interns on defined activities, including documentation checks, tracker updates, basic query handling, and process adherence.
• Contribute to process improvements by adopting updated templates, checklists, guidance documents, and digital ways of working as the Product Intelligence process matures.

Stakeholder Coordination & Customer Service

• Collaborate with internal teams within GBS, Product Intelligence, Product Stewardship & Regulatory Affairs, Quality, Procurement, and other stakeholders to obtain required inputs for query resolution.
• Support direct customer interactions where required, ensuring communication is clear, professional, and aligned with agreed response standards.
• Maintain disciplined follow-ups on pending inputs, open queries, and dependencies to ensure timely service delivery and closure.

Qualification & Skills

Education & Experience

• Bachelor’s or Master’s degree in Science, Chemistry, Environmental Sciences, Life Sciences, Regulatory Affairs, Business, or a related discipline.
• 1+ years of relevant experience in Product Intelligence, Product Stewardship, Regulatory Affairs, customer query handling, regulatory documentation, product documentation, or service delivery operations.
• Prior experience in roles involving direct customer interaction at regional or global level, product documentation support, or customer service coordination will be preferred.

Product Information & Documentation Capability

• Good understanding of product information, regulatory documentation, compliance declarations, customer documentation expectations, and product-level supporting evidence.
• Ability to interpret customer documentation requests and prepare accurate, complete, and consistent responses using approved templates and defined guidance.
• Working knowledge of documentation repositories, supplier documentation, product information systems, or customer information request workflows is an advantage.

Execution, Quality & Analytical Skills

• Strong attention to detail with the ability to follow structured processes, checklists, and documentation standards consistently.
• Ability to manage multiple customer queries, track progress, follow up on dependencies, and meet expected service timelines.
• Structured problem-solving mindset with the ability to identify gaps, correct errors, highlight recurring issues, and support preventive actions.

Communication & Stakeholder Skills

• Good written and verbal communication skills in English, with the ability to manage customer-related communication professionally and clearly. Proficiency in a foreign language is an added advantage.
• Proven ability to coordinate with local/regional stakeholders, internal teams, and suppliers to obtain required information and resolve queries.
• Customer-centric mindset with focus on responsiveness, clarity, practical resolution, and professional stakeholder engagement.

Digital & Systems Capability

• Comfortable working with enterprise systems, workflow tools, document repositories, trackers, and email-based request management.
• Proficiency in MS Office, especially Excel, is required. Hands-on experience with MS CRM systems or similar customer/query management platforms will be an added advantage.
• Open to using digital and AI-enabled tools to improve response quality, service visibility, automation, and productivity.

Work Environment & Flexibility

• Willingness to work in fixed and rotational shifts, including night shifts, based on operational requirements.
• Adaptable to fast-paced service environments and hybrid/office-based working models.
• Demonstrates professionalism, accountability, ownership, learning agility, and continuous improvement mindset.