Customer Service Executive

Key Responsibilities:

1) Enter sales orders accurately and promptly in SAP and ensure timely order confirmation to customers.

2) Manage customer orders, complaints, returns, and service requests including quality documents and other customer-specific requirements.

3) Review order management activities in SAP/ERP and coordinate deliveries in line with customer due dates and lead time requirements.

4) Create, update, and maintain customer master data in SAP.

5) Proactively communicate order status, delivery updates, shortages, and delays to the sales team and customers through email or calls as required.

6) Coordinate with internal teams such as Sales, SCM, Purchase, Warehouse, Quality, and Finance to ensure timely execution of customer orders.

7) Prepare bi-weekly open order reports and review them with the sales team and customers to align deliveries with customer schedules.

8) Escalate critical issues to the Team Lead, Manager, or Head of Department when guidance or intervention is required.

9) Visit customers periodically to understand sales processes, customer requirements, and improvement areas for better service support.

10) Proactively schedule and participate in meetings with sales teams to improve order execution and customer complaint handling.

Key Skills and Competencies:

1) Understanding of internal processes including Order-to-Cash and Procure-to-Pay cycles.

2) Team collaboration and cross-functional coordination.

3) Basic knowledge of SCM processes.

4) Working knowledge of ERP/SAP.

5) Basic Excel skills.

6)Time management and adherence to deadlines.

7) Clear written and verbal communication.