Senior Customer Support Executive

Job Summary

As a Senior Customer Support Executive, you will provide second-line support to frontline sales teams, internal stakeholders and customers globally. You will be a key point of contact for order escalations, claims, sales returns, deliveries and export-market enquiries. Using ERP, CRM and case-management tools, you will investigate issues, coordinate solutions, keep stakeholders informed and help ensure accurate, compliant and timely service.

This is a global role and needs to work in shifts.

Key responsibilities

• Global sales and customer support
• Act as a global point of contact for escalated order, claim-return and sales-return enquiries.
• Provide second-line support through case-management solutions and the internal knowledge base, connecting with customers in line with agreed service levels when required.
• Communicate findings, solutions and next steps clearly, and follow up on open cases through resolution.
• Order, delivery and returns management
• Process and maintain orders in ERP M3, including amendments, error correction, cancellations and system-error handling.
• Coordinate deliveries, expedites and administration with shipping providers, helping ensure that commitments are met.
• Process approved claim and sales returns in ERP M3 and coordinate handover to logistics partners and distribution centres.
• Export-market support
• Collect and route customer enquiries to the right internal specialists, coordinating responses through to resolution.
• Manage export deliveries and required administration, including shipping documentation, country-of-origin information, trade certificates and delivery contracts.
• Work closely with sales, customer service, logistics and other internal partners to remove obstacles and provide a smooth customer experience.
• Case management and problem resolution
• Create and maintain accurate cases for customer enquiries, incidents and requests, and route matters outside your scope to the appropriate global contact.
• Troubleshoot complaints and unresolved enquiries, coordinating timely and practical solutions.
• Use CRM tools consistently to manage customer interactions, capture relevant information and identify potential opportunities where appropriate.
• Quality, compliance and performance
• Maintain high data quality across ERP, CRM and related systems while following internal controls and compliance requirements.
• Document process deviations and share them with quality analysts, GIST experts and sales-process teams to support continuous improvement.
• Deliver agreed KPIs and targets and provide backup support to first-line teams when needed.

Competencies and behavior

What will help you succeed

• A strong customer focus and genuine passion for delivering responsive, high-quality service.
• Confident problem-solving skills and the ability to investigate issues, make sound decisions and coordinate practical solutions.
• Clear, professional written and verbal English; additional languages are an advantage.
• Strong interpersonal and influencing skills, with the ability to work effectively across countries, cultures and functions.
• A flexible, resilient and calm approach when priorities shift or cases become complex.
• Accuracy, ownership and sound judgement when handling customer data, transactions and compliance requirements.
• A collaborative and proactive mindset, with a willingness to share knowledge and support colleagues.

Qualifications and experience

• Diploma or bachelor s degree in any field.
• 5-8 years of experience in customer service or customer-support roles.
• Hands-on experience with ERP and CRM systems; knowledge of ERP M3 is an advantage.
• Proficiency in Microsoft 365 and confidence working with digital case-management and knowledge-base tools.
• Experience in order processing, returns, logistics or export documentation is beneficial.
• Project-management knowledge or experience is an advantage.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.