Customer Service, Executive

Roles & Responsibilities

• Oversee end‑to‑end order management with heightened ownership, ensuring accurate, timely processing and on‑time delivery, including proactive backlog review and escalation management.  
• Lead coordination with supply chain, logistics, sales, warehouse and external partners to resolve discrepancies, shipment delays and fulfilment bottlenecks
• Serve as the primary escalation point for complex customer issues, complaints, and service gaps; drive resolution through cross‑functional collaboration and root-cause analysis
• Manage both internal and external customer expectations, ensuring professional, timely, and solutions‑focused communication and service recovery.
• Supervise processing of returns, cancellations, RMAs and stock discrepancies with higher complexity; liaise closely with warehouse and vendors to ensure compliance and documentation accuracy
• Mentor and support junior customer service executives, providing guidance, coaching and on-the-job training to strengthen team capabilities.
• Champion continuous improvement initiatives to enhance service workflows, customer experience, order accuracy and operational efficiency.
• Provide structured feedback to management based on customer trends, recurring issues, and potential service enhancements.
• Collaborate with Sales, Customer Fulfilment (subsidiary), Technical Support, Marketing, Finance, HQ, and regional subsidiaries to ensure seamless service delivery and alignment on customer commitments.
• Lead proactive engagement with key customers and high‑value accounts to monitor service health, address risks early and strengthen relationship quality.
• Prepare and maintain accurate documentation, audit‑ready records, and service reports (e.g., order accuracy, issue resolution rates, service KPIs).
• Work with Finance to resolve complex invoicing and payment discrepancies; ensure adherence to internal controls, policies, and compliance guidelines.

Requirements

• Diploma or Bachelor’sdegree in Business, Supply Chain, Customer Experience or related fields.
• Minimum 3–4 years of relevant customer service experience.
• Experience in order management, logistics coordination or industry‑specific service operations (e.g., logistics, FMCG, electronics, retail, or manufacturing) is advantageous
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook) and experience with CRM/ERP or order‑processing systems; SAP familiarity is a plus
• Strong analytical skills and ability to interpret service KPIs, customer data insights, and operational metrics.
• Strong verbal and written communication skills for liaison with internal stakeholders and customers.
• Proven ability to handle challenging situations professionally, multitask under pressure, and manage high volumes in a fast‑paced environment.
• Customer‑centric mindset with demonstrated problem‑solving skills and proactive ownership of service outcomes