customer service executive

Overview

Who you'll be working for

What requirements you'll need to be eligible

• 3–5 years of experience in sales coordination, order fulfilment, or customer service roles, ideally in a regional or multi-country environment.

What you'll be doing on the job

• Act as the primary interface between customers and internal teams, ensuring seamless execution of orders, delivery schedules, and customer requirements
• Support key B2B accounts with ongoing transactions, including forecast alignment, order fulfilment, and delivery coordination
• Manage dynamic customer requirements (“push & pull”), balancing customer expectations with operational and inventory constraints.
• Serve as the main point of contact for customer enquiries, providing timely and accurate updates on order status, delivery timelines and product availability.
• Build and maintain strong working relationships with key customers (B2B environment)
• Proactively engage customers on order changes / partial deliveries, forecast alignment and delivery prioritisation.
• Handle customer issues, disputes, and complaints, ensuring timely resolution and customer satisfaction.
• Manage end-to-end order processing, including order entry accuracy, documentation verification and delivery arrangements.
• Oversee the order-to-cash cycle, including invoicing, tracking, and issue resolution.
• Handle urgent orders, special delivery requests, and exceptions efficiently.
• Liaise with forwarders for shipment coordination, delivery, and collection when required.
• Coordinate closely with Supply Chain, Sales, and factories (Europe, China, India) on lead times, purchase orders and delivery schedules / drop shipments.
• Support rolling forecast alignment with customers and internal teams
• Monitor and manage order scheduling vs customer project timelines
• Provide monthly billable revenue projections based on stock availability and customer clearance
• Monitor inventory levels, including slow-moving / excess stock, stock availability risks etc.
• Propose and support stock clearance or optimisation strategies
• Collaborate with Sales and Supply Chain to improve stock turnover and optimize allocation during shortages or high demand.
• Manage customer claims and cases using CRM tools (e.g. Salesforce), ensuring closure and proper documentation.
• Maintain accurate records of orders, customer communications and delivery status.
• Ensure compliance with internal processes and documentation standards.
• Handle multiple tasks and priorities in a fast-paced environment.
• Support process improvements to enhance customer experience and operational efficiency.
• Perform other duties as assigned by Management.

Consultant Contact