Customer Service Executive

POSITION SUMMARY :

To service and coordinate order-related activities to meet customer requirements, working under the guidance of the Customer Service Team Lead and Customer Service Manager. The role is responsible for accurate order processing, delivery coordination, customer communication, forecast support, and timely escalation of issues affecting fulfilment and customer commitment

MAIN DUTIES AND RESPONSIBILITIES TO BE ACCOMPLISHED:

Order & Fulfilment Management

• Serve as the primary customer interface for assigned accounts on order processing, order changes, delivery coordination, and general customer service matters.
• Ensure timely and accurate processing of customer orders, reschedules, customer portal updates, forecast confirmations, and delivery commitments.
• Coordinate with logistics providers, manufacturing units, material planners, and internal teams to support shipment execution and delivery commitments.
• Handle sample requests, customer returns, RMA, and credit/debit documentation in accordance with internal procedures.
• Monitor assigned backlog and shipment status, highlight risks early, and escalate customer-impacting issues to the Customer Service Team Lead where support or decision-making is required.
• Support monthly billing objectives by following up on deliveries and aligning shipments with customer request dates where possible.

Customer Support, Escalation & Team Lead Alignment

• Work closely with the Customer Service Team Lead/Manager to align daily priorities, workload, escalations, and customer follow-up actions.
• Provide timely updates to the Team Lead/Manager on urgent customer requirements, fulfilment risks, customer complaints, or recurring service issues.
• Maintain professional and responsive communication with customers, Sales, and internal stakeholders.
• Support the Team Lead/Manager in preparing updates for customer service reviews, backlog discussions, and operational follow-up items.
• Participate in team meetings, share account updates, and support knowledge transfer across the Customer Service team.

Forecasting & Inventory Planning Support

• Support forecast planning activities by working with Sales, customers, and the Team Lead to understand demand trends, backlog status, and customer requirements.
• Update and validate customer forecasts, purchase orders, and shipment requirements in relevant systems or portals.
• Support customer stocking programs such as VMI/SMI and demand-pull arrangements where applicable.
• Monitor supply versus demand for assigned accounts and escalate gaps in inventory, production capacity, or delivery commitments.
• Identify discrepancies between OEM, CM, and distributor forecasts and escalate them to the Team Lead or Customer Service Manager for alignment.

Cross-Functional Collaboration & Process Support

• Work closely with Sales to support revenue maximization through timely fulfilment, issue resolution, and accurate customer updates.
• Attend relevant reviews or discussions as required to provide order status, shipping updates, and capacity or constraint information for assigned accounts.
• Support customer-related program initiatives, system updates, and process improvements as guided by the Team Lead or Customer Service Manager.
• Identify opportunities to streamline workflows, reduce manual tasks, and improve accuracy or response time within assigned responsibilities.
• Support ad-hoc projects and assignments as directed by the Team Lead or Customer Service Manager.

EDUCATION  (Qualifications obtained in the course of formal education and/or training)

- Diploma or Degree holders, preferably in Business Administration, Supply Chain, Logistics, or a related discipline.

EXPERIENCE & KNOWLEDGE REQUIRED:

• Minimum 3 years of experience in customer service, order fulfilment, planning, or supply chain coordination, preferably in the electronics or manufacturing industry. Knowledge of inventory management will be an added advantage.
• Familiar with MRP/ERP systems, preferably QAD, and proficient in Microsoft Excel, Word, customer portals, and order-management tools.

PERSONALITY TRAIT :

• Good interpersonal, communication, coordination, and analytical skills.
• Able to work under pressure, adapt to change, follow through on commitments, escalate issues appropriately, and maintain a professional customer-focused approach

Working hours:

Mon to Fri, 8:00am to 5:45pm