Customer Service Executive
Job Summary
The Customer Service Executive is responsible for managing customer inquiries, processing orders, and coordinating with logistics and production teams. The role requires a strong understanding of metal properties and supply chain coordination to ensure timely fulfillment. You will also analyze customer feedback and leverage CRM data to drive process improvements and sales support.
Responsibilities
- Manage customer inquiries and order processing
- Coordinate with purchasing, logistics, and sales teams
- Monitor metal supply chain and production requirements
- Analyze customer feedback and CRM performance metrics
- Resolve customer issues and complaints professionally
Required Skills
- 2+ years experience in manufacturing customer service
- Knowledge of metal properties and supply chain
- ERP/MRP proficiency (SAP preferred)
- Strong communication and negotiation skills
- Diploma qualification
Job Details
Responsibilities:
- Identify and engage with metal suppliers, maintaining knowledge of equivalent metal properties for recommendations and strategic partnership negotiation.
- Coordinate with the purchasing department to obtain quotes meeting PO and production requirements.
- Respond promptly to customer inquiries via phone, email, chat, or social media platforms within 48 hours.
- Provide accurate information regarding products, services, pricing, and policies in consultation with the Sales team.
- Assist customers with placing orders, processing payments, and tracking order status.
- Verify packaging availability before confirming shipment and monitor changes in shipment, payment delays, and raw material quantity adjustments.
- Coordinate with internal teams (sales and logistics) to ensure timely order fulfillment.
- Address customer concerns and complaints professionally and empathetically, escalating complex issues as needed.
- Develop deep product knowledge to assist customers with product usage, troubleshooting, and maintenance.
- Document customer feedback and analyze trends to implement process improvements.
- Identify cross-selling opportunities based on customer needs and raw material MOQ requirements.
- Maintain accurate records in the CRM system and generate performance reports to track customer satisfaction metrics.
- Identify process inefficiencies and propose solutions to streamline workflows.
Requirements:
- Minimum Diploma qualification in any principal.
- Minimum 2 years in customer service, preferably in a manufacturing environment.
- Basic understanding in ERP/MRP, preferably with SAP knowledge.