Customer Service Executive

Job Purpose and Scope

Key Responsibilities

• Receive, process, and verify quotations and orders against customer purchase orders.
• Initiate responses to customer service requests and order changes, including maintaining order and customer information and delivery schedules.
• Provide quality service to internal and external customers through responses, documentation, coordination, and feedback.
• Participate in the customer service team and recommend changes to methods and systems that improve accuracy, efficiency, and responsiveness.
• Handle customer complaints according to standard procedures and complete corrective action within the required timeframe.
• Coordinate with the line manager to resolve shipment or delivery discrepancies according to customer requirements.
• Manage customer escalations and provide business solutions after discussion with the line manager.
• Interact with colleagues to support smooth business operations and complete other manager-directed requirements.

Customer Response and Controls

• Respond to customers with order acknowledgements or confirmations after receiving purchase orders.
• Provide delivery dates and timely responses to customers.
• Maintain complete accuracy in order entry and order processing.
• Prepare ISO audit documentation.

Systems and Coordination

• Use SAP to short-close or postpone orders for accuracy.
• Maintain order, customer, and delivery information.
• Coordinate with Quality for timely sample dispatch to customers.
• Coordinate with sales, customers, line management, and other internal departments.

Additional Activities