Customer Service Executive
Job Summary
This role involves managing the end-to-end order fulfillment process while ensuring exceptional customer service and operational accuracy. The incumbent will serve as the primary point of contact for clients, coordinating effectively with internal supply chain and logistics teams. Additionally, the position focuses on maintaining high standards of service through KPI reporting and continuous process improvement.
Responsibilities
- Manage end-to-end order fulfillment process
- Act as primary point of contact for customer inquiries
- Coordinate with logistics and production teams for on-time delivery
- Prepare KPI reports and support process improvements
Required Skills
- 4-7 years experience in Customer Service/Supply Chain
- Proficiency in ERP systems (SAP/Oracle)
- Experience with import/export documentation
- Strong problem-solving and communication skills
Job Details
Order Management
- Manage the end-to-end order fulfilment process, from order receipt to delivery and invoicing.
- Ensure accuracy in processing customer purchase orders, sales contracts, and related documentation.
- Monitor order status proactively and keep customers updated on delivery timelines.
Customer Relationship Management
- Act as the first point of contact for customers, addressing inquiries, complaints, and service issues.
- Build strong relationships with key accounts and distributors to enhance customer satisfaction.
- Collaborate with sales and supply chain teams to align customer needs with plant capability.
Logistics & Coordination
- Coordinate with production planning, warehouse, and logistics teams to ensure on-time delivery (OTIF).
- Track shipments, resolve transport issues, and ensure all export/import documentation complies with regulatory requirements.
- Liaise with freight forwarders and third-party logistics providers when needed.
Reporting & Process Improvement
- Prepare regular reports on customer service KPIs such as OTIF, order accuracy, and complaint resolution.
- Support continuous improvement initiatives to streamline order management and enhance customer satisfaction.
- Assist in developing and implementing standard operating procedures for customer service excellence.
Education & Qualifications
- Diploma/Degree in Business, Supply Chain, or related field.
- 4 to 7 years of experience in customer service, preferably in lubricants, chemicals, or FMCG industries.
- Experience in order management, exports/imports, and documentation (e.g., LC, shipping, customs).
- Strong knowledge of ERP systems (SAP/Oracle or equivalent) and Microsoft Office.
- Excellent communication and interpersonal skills.
- Ability to work independently under pressure and manage multiple priorities.