Customer Service Executive (Order Fullfillment)

Ensuring every order is delivered accurately and timely.

Position Interfaces:

• Daily contact with Customer Service Manager, Customers, Sales, Business Development Team and Operations Team.
• Be an approachable point of contact of order and delivery schedule for the Managers.

Key Responsibilities:

1. System Data and Report Management

• Update and manage the customer’s requirement and profile in the system
• Manage the customer price list
• Accountable for appropriate knowledge and use of departmental and company systems/databases
• Maintaining filling and documentation in proper and promptly manner
• Prepare reports for Management, Sales or Customers

1. Order Management

• Manage customer’s orders from the order placed until the shipment
• Manage spare parts orders from order placed until the shipment
• Monitor delivery schedule and notify sales/customers of any status change
• Work closely with Operation Team to complete the order transaction after the shipment
• Update forwarder portal to assign orders to suppliers (selective customers)
• Ensure relevant documentation and certification approval are completed and obtained on time to prevent jeopardizing the delivery schedule
• Managing risk by highlighting critical issues to the Manager and work together to resolve the issues
• Commit to meeting Key Performance Indicators (KPIs) and departmental goals

1. Building and maintaining a positive relationship

• Take initiative in providing excellent customer care service
• Timely communicate and share relevant information with teammates and/or cross functional teams
• Willingly support other team members as and when needed