Customer Service Executive

Job Description

Reporting to the Customer Service Manager, the incumbent will be responsible for managing customer interactions, coordinating between internal stakeholders and clients, resolving complaints, managing contracts, and processing sales orders. This role plays a key part in ensuring a high standard of service and operational efficiency.

Key Responsibilities:

• Provide customers with technical specifications, MSDS, certificates, and other relevant documentation
• Coordinate customer questionnaires for supplier registration (OFI setup)
• Facilitate customer registration in the SAP system
• Review and manage customer purchase orders and call-offs
• Create and maintain sales orders in SAP
• Handle customer complaints and ensure timely resolution
• Act as the primary liaison between customers and internal departments for order-related inquiries
• Share vessel and shipment details with customers
• Manage and process Special Request Forms (SRFs)
• Maintain accurate filing of contracts and SRFs, and initiate contract creation as needed

To be successful in the role, the incumbent should have the following qualities:

• Bachelor’s degree in Business-related discipline
• Prior experience in a similar customer service or order management role is preferred
• Familiarity with the industry is an advantage
• Proficient in Microsoft Excel
• Working knowledge of SAP is highly desirable
• Understanding of CRM systems and their functionalities
• Strong communication and problem-solving skills
• Ability to multitask and manage time effectively
• Patience and professionalism in handling challenging situations