Customer Service Executive

Purpose of Job

The Customer Service Executive supports day-to-day operations in sales order processing, customer communication, and supply coordination across the Company's business units.

This role ensures smooth order flow within Microsoft Dynamics 365 Business Central, while liaising closely with Sales, Procurement, Operation, Engineering, Logistics, and external freight partners to deliver superior service and timely fulfilment to customers worldwide.

Job Duties

• Manage sales order entries, confirmations, and fulfilment using Microsoft Dynamics 365 Business Central.

• Serve as the main contact point for customers on quotations, order status, delivery updates, and service requests.

• Track & Coordinate with internal teams (Sales, Logistics, Planning, Procurement, Operation) to ensure accurate and on-time deliveries.

• Prepare and issue sales quotations, invoices, and shipping documents in accordance with internal procedures.

• Handle customer complaints or returns (RMA) by coordinating with suppliers and internal quality teams.

• Maintain customer master data, price lists, and order history in Business Central.

• Support the Sales & Product Management team with product information, stock checks, and lead-time confirmations.

• Monitor shipment progress and follow up with logistics providers on delivery tracking.

• Participate in continuous process improvement for service efficiency and data accuracy.

• Support export and import documentation, including coordination of customs permit declarations (e.g. TradeNet submissions) in compliance with Singapore Customs regulations.

• Perform any other duties or projects as assigned by the Reporting Manager to support business operations.

Experience

• Minimum 2-4 years of experience in customer service, sales coordination, or order management within an engineering, manufacturing, or trading environment.

• Experience handling international shipments and export documentation is preferred.

• Working experience in Microsoft Dynamics 365 Business Central (or similar ERP systems) is required.

• Experience in customs permit declarations (e.g. Singapore TradeNet) will be an advantage.

Qualifications

• Diploma or Bachelor's Degree in Business Administration, Engineering, Supply Chain, or a related field.

• Strong foundation in sales order workflow and customer account management.

• Technical understanding of mechanical or optical components preferred.

• Additional training in export operations, or customer relations will be an asset.

• Singapore Customs Competency Test (SC401 - Customs Procedures & Documentation) certification is preferred. Candidates without certification must be willing to undergo training and obtain certification within the first year of employment (company-sponsored).

Other Requirements

• Language: Excellent written and spoken English. Ability to communicate effectively with counterparts in China and Malaysia is an advantage for coordination across regional sites and supplier/customer discussions.

• Systems: Proficient in Microsoft Dynamics 365 Business Central and Microsoft Office (Excel, Word, PowerPoint).

• Interpersonal Skills: Strong communication, coordination, and customer-handling abilities.

• Travel: Primarily office-based in Singapore

Key Competencies Required For the Job (Core & Behavioural)

Core Competencies

• Strong customer orientation and responsiveness.

• Excellent documentation and order management accuracy.

• Good understanding of sales workflows and ERP system operations (Business Central).

• Effective coordination and multitasking in a fast-paced environment.

• Solid follow-up skills and attention to detail.

Behavioural Competencies

• Professional & Courteous: Maintains a positive attitude when interacting with customers and colleagues.

• Team-Oriented: Collaborates effectively with cross-functional teams.

• Problem-Solving Mindset: Handles issues proactively and efficiently.

• Reliable & Accountable: Takes ownership of commitments and deadlines.

• Continuous Improvement: Looks for ways to enhance customer satisfaction and process efficiency.