Customer Service Executive
Job Summary
The Customer Service Executive manages end-to-end order fulfillment and maintains strong customer relationships. This role involves coordinating across internal teams to ensure timely deliveries and accurate order processing. The position also focuses on reporting KPIs and supporting continuous process improvements.
Responsibilities
- Manage end-to-end order fulfillment and invoicing
- Handle customer inquiries and build account relationships
- Coordinate logistics, shipping, and export documentation
- Monitor KPIs and report on order accuracy and OTIF
Required Skills
- 4-7 years customer service experience
- Proficiency in ERP systems (SAP/Oracle)
- Strong knowledge of import/export documentation
- Excellent communication and problem-solving 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.
Technical Skills
- Customer-Centric Mindset
- Problem-Solving & Escalation Handling
- Strong Organizational & Multi-tasking Skills
- Collaboration & Teamwork
- Attention to Detail & Accuracy
- Proficiency in ERP / O2C Systems