The Customer Service Executive is responsible for managing customer orders, coordinating deliveries, and serving as the supporting contact point for customers to ensure timely, accurate, and professional service. This role works closely with internal stakeholders, suppliers, forwarders, and warehouse to support end-to-end order fulfilment and resolve customer enquiries effectively.

Key Responsibilities

Order Management & Coordination

Process and manage customer orders accurately and in a timely manner.
Issue order confirmations and update customers on delivery schedules.
Coordinate with internal operations, warehouses, and logistics partners to ensure on-time delivery.
Monitor order status and proactively manage delays or exceptions.
Manage sample approvals with customers to trigger shipments.

Customer Communication

Handle customer complaints, delivery issues, and service requests professionally.
Provide timely updates on order changes, delays, or stock availability.
Maintain strong relationships with customers to support long-term business partnerships.

Documentation & System Updates

Prepare and maintain accurate order-related documentation (DO, invoices, shipping documents where applicable).
Update orders, delivery statuses, and customer records in SAP.
Ensure all data entries are accurate and compliant with company procedures.

Internal & External Coordination

Liaise with sales, purchasing, logistics, finance, and warehouse teams to support smooth order execution.
Coordinate with suppliers, freight forwarder, and 3PLs on shipment and delivery matters.
Support audit, reporting, or management requests related to customer orders and service performance.

Continuous Improvement

Identify service issues, trends, or recurring problems and propose improvement actions.
Support process improvements to enhance customer satisfaction and operational efficiency.

Requirements & Qualifications

Entry-level candidates are welcome.
Patient and amicable, with a positive attitude.
Good organizational skills and possess a high level of task accuracy.
Ability to work effectively in a fast-paced environment while managing multiple tasks.
Customer-oriented mindset combined with a systematic approach to work.

Customer Service Executive (URGENT)