Key Responsibilities
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.
Key Skills and Personal Attributes
Academic Qualifications & Experience:
- Diploma/Degree in Business, Supply Chain, or related field.
- 4-7 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.
Key Competencies:
- Customer-Centric Mindset
- Problem-Solving & Escalation Handling
- Strong Organizational & Multi-tasking Skills
- Collaboration & Teamwork
- Attention to Detail & Accuracy
- Proficiency in ERP / O2C Systems
