Customer Service Executive (Order Management)

Position Purpose:

Supporting the Supply Chain department to provide end-to-end customer care and order management support by ensuring the accurate and timely processing of sales orders, proactive management of customer enquiries and service issues, and effective collaboration with internal and external stakeholders. The role is responsible for maintaining service excellence, supporting operational continuity, and contributing to continuous improvement initiatives that enhance customer satisfaction and operational efficiency.

Description of Duties:

• Process sales orders (SO) accurately and in a timely manner using various software systems.
• Proactively manage order processing and follow up through to successful delivery.
• Coordinate with both internal and external stakeholders on order-related issues, including Sales & Marketing, Buyers, and Warehouse teams.
• Engage with customers by responding to order and service-related enquiries, providing information on order status and potential service issues.
• Prepare order and service reports by collecting and analysing customer information.
• Resolve order or service issues by clarifying customer complaints, identifying the root cause, explaining possible solutions, or escalating the matter to the appropriate department or personnel. Follow up to ensure timely resolution.
• Process staff purchases and complimentary goods requests.
• Process credit notes or debit notes for orders with pricing discrepancies.
• Process return orders and follow up on all operational issues until closure.
• Ensure continuity of service through inter-departmental cross-training and follow-up support.
• Support improvement and enhancement projects assigned by management.

Requirements

• Minimum 2 years of relevant experience in customer service or order processing
• Experience in SAP is an added advantage
• Proficient in Microsoft Office applications (Microsoft Excel) and ERP systems
• Strong coordination and problem-solving skills
• Good interpersonal and communication skills
• Good command of spoken and written English
• Strong numerical and analytical capabilities
• Able to work well under pressure and within tight schedules