Customer Service Executive

Executive - Customer Service Job Summary Responsibilities Order Management

• Process service parts orders accurately using ERP systems (e.g., SAP SD).
• Validate and verify order details: part numbers, pricing, delivery terms, and customer requirements.
• Monitor open orders, backlogs, and coordinate follow-ups to ensure on-time delivery.

Customer Internal Stakeholder Coordination

• Serve as a point of contact for escalated customer queries related to order status, delays, or special handling.
• Collaborate with logistics, planning, warehouse, and customer service teams to resolve order and delivery issues.

Co-ordination Issue Resolution

• Investigate and resolve complex problems related to inventory mismatches, part availability, blocked deliveries, and urgent shipment requests.
• Provide root cause analysis and recommend preventive measures.

Reporting Documentation

• Generate daily/weekly order fulfillment reports and performance dashboards.
• Maintain accurate documentation of customer interactions, order changes, and exceptions.

Support Process Improvement

• Identify gaps in the order processing lifecycle and contribute to workflow enhancements and automation.
• Participate in system testing, SOP updates, and training sessions for junior staff.

Requirements

• Bachelor's degree in any related field.
• 4-7 years' experience in order management, order fulfillment, or supply chain operations.
• Strong understanding of order processing systems and ERP tools.
• Hands-on experience with ERP systems (SAP SD/MM preferred); working knowledge of MS Excel (pivot tables, VLOOKUP).
• Good understanding of inventory, logistics coordination, and SLA compliance.

Desired Skills

• Min bachelor's degree with excellent verbal and written communication skills.

Work Environment Physical Requirements

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