Customer Service Executive

Objective:

• Deliver exceptional customer support by responding to inquiries, resolving issues promptly, and ensuring a positive customer experience across all communication channels.
• Act as the primary point of contact for customers, maintaining high service standards, building customer loyalty, and supporting the achievement of business service and satisfaction goals.

Key Responsibilities:

• Process and manage customer sales orders accurately and timely from order receipt through to delivery and invoicing, ensuring compliance with company procedures.
• Review and validate order details, including customer information, pricing, product availability, delivery requirements, payment terms, and supporting documentation.
• Coordinate with internal departments such as Sales, Planning, Procurement, Warehouse, Logistics, and Finance to ensure smooth order fulfilment and on-time delivery.
• Monitor order status throughout the entire order-to-cash cycle, proactively identifying and resolving any issues that may impact delivery schedules or customer satisfaction.
• Manage order amendments and exceptions, including changes to quantities, delivery dates, cancellations, returns, and credit/debit note requests.
• Maintain accurate sales order records in M3 systems, ensuring all transactions, customer communications, and order updates are properly documented.
• Serve as the primary contact point for customers regarding order confirmations, shipment updates, delivery tracking, and post-delivery inquiries.
• Prepare and monitor order fulfilment reports and KPIs, ensuring service level agreements (SLAs), order accuracy, on-time delivery, and customer satisfaction targets are achieved.

Requirements:

• Diploma or Bachelor's Degree in Business Administration, Supply Chain Management, Marketing, or a related discipline.
• Minimum 2–5 years of experience in Customer Service, Sales Administration, or Sales Order Management in a B2B or manufacturing environment.
• Strong knowledge of the Order-to-Cash (O2C) process, including sales order entry, order fulfilment, delivery coordination, invoicing, and customer support.
• Proficiency in ERP systems or similar and Microsoft Office applications, particularly Microsoft Excel, with the ability to maintain accurate order records and reports.
• Excellent communication, coordination, and problem-solving skills, with the ability to manage multiple priorities while maintaining a high level of accuracy and customer focus.
• Knowledge of supply chain, logistics, inventory management, and export/import documentation processes.
• Experience supporting regional or multinational customers and collaborating with cross-functional teams across different locations.