Customer Service Executive (Letter of Credit / OTC)

• Working Days: Monday – Friday
• Working Hours: 8:30am – 5:30pm
• Location: Harbourfront
• Salary Range: $3,000 – $4,500

JOB SUMMARY

The Customer Service Executive manages the end-to-end Order-to-Cash (OTC) process,ensuring accurate order handling, timely fulfillment, and effective coordination withcustomers and service providers. The role supports the Customer Service Manager in operational efficiency, data accuracy, KPI monitoring, and process standardization across regional and global initiatives.

• Oversee the full OTC cycle, ensuring accuracy, efficiency, and compliance with internal requirements.
• Manage order fulfillment activities, including customer master data collection, FEFO or origin-based inventory allocation, coordination with 3PL partners, shipment monitoring, and shipping documentation for customers and banks.
• Work with Finance and Sales teams to track and follow up on customer payment status.
• Conduct root-cause analysis for delays or customer complaints and prepare improvement plans.
• Coordinate with relevant parties such as customers, banks, forwarders, and external service providers.
• Support the Customer Service Manager in enhancing customer service processes to achieve business targets, improve order accuracy, and reduce operational costs.
• Monitor and achieve assigned KPIs (e.g., on-time shipments, credit monitoring, payment timeliness, corrective action closure, customer satisfaction).
• Carry out tasks aligned with business objectives, operational strategy, and team goals.
• Participate in initiatives aimed at cost optimization and customer experience improvement.
• Support implementation of new strategies, contribute to regional CS projects, and strengthen governance processes.
• Participate in updating and maintaining Business Contingency Plans (BCPs).
• Review the performance of 3rd-party service providers (e.g., freight forwarders),including target setting and monitoring.
• Contribute to continuous improvement efforts, process transformation projects, and large-scale OTC initiatives.

• Approximately 2 - 3 years of regional order management or OTC experience.
• Experience managing Letters of Credit (LC) and bank submission requirements.
• Knowledge of payment terms including open terms, D/P, D/A, and T/T.
• Experience using SAP ECC (R3) or SAP S/4HANA.
• Understanding of Incoterms such as Ex-Works, FOB, FCA, CFR, CIF, and DAP.
• Proficiency in Microsoft Excel (formulas, charts, pivot tables, lookup functions).

Samuel Siaw

The Supreme HR Advisory Pte Ltd

Reg No: R2412474