About the Client
Our client is a prominent organization within the Operations division, and a key player in their industry. They are seeking a dedicated Customer Service Executive to act as a primary point of contact for clients, ensuring service delivery and satisfaction by liaising with relevant departments and functions.
About the Role
The Customer Service Executive is responsible for a wide range of tasks to ensure a seamless and efficient customer experience. Key responsibilities include:
Order Processing and Management: You'll process various orders (sales orders, FOC orders, or credit notes) and monitor their progress to ensure completion within agreed timelines. The role also involves coordinating with a 3PL and compiling regulated documentation for export and duty-free order deliveries.
Stakeholder and Communication Management: This role requires close collaboration with other departments, such as Sales, Marketing, and Logistics, to ensure seamless service delivery. You will provide regular updates to customers and internal stakeholders regarding order fulfillment, status, and delivery.
Customer Engagement: You are responsible for handling customer orders, queries, and complaints, providing effective solutions and ensuring customer satisfaction. It is essential to respond to all inquiries in a polite and professional manner.
Reporting and Process Improvement: You will be responsible for month-end closing, preparing relevant Supply Chain KPI reports (including Case Fill Rate and On Time In Full), and providing order-related reports. Additionally, you will participate in and support process improvement initiatives by offering ideas for efficiency and simplification.
About the Team
This is an individual contributor role with no subordinates, reporting directly to the Supply Chain Lead. The position is within the Operations Division and requires cross-functional collaboration and discussion with various departments.
Skills & Experience Required
Core Skills: A minimum of 3 years of working experience in a customer service role is required. You must possess fast and accurate typing skills , and critical thinking skills with a focus on issue resolution and customer satisfaction. The ideal candidate is independent, organized, customer-focused, result-oriented, and able to work effectively under pressure in a fast-paced environment.
Business Partnering Capabilities: You should demonstrate excellence in managing relationships with stakeholders and have strong communication, interpersonal, and problem-solving skills with a proactive attitude. The role requires you to be action-oriented, make recommendations, and be results-driven and fact-based.
Information Savviness: Proficiency in IT, including MS Word, MS Power Point, and MS Excel, is a must, with an intermediate to advanced level of Excel proficiency preferred. You will also need to manage data and present information effectively. Hands-on experience with JD Edwards is an added advantage.
How to Apply
The above is just a guideline about the position. Please apply through this advertisement. Due to the high volume of applicants, only shortlisted candidates will be contacted.
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