Deliver exceptional customer support by responding to inquiries, resolving issues promptly, and ensuring a positive customer experience across all communication channels.
Act as the primary point of contact for customers, maintaining high service standards, building customer loyalty, and supporting the achievement of business service and satisfaction goals.
Key Responsibilities:
Process and manage customer sales orders accurately and timely from order receipt through to delivery and invoicing, ensuring compliance with company procedures.
Review and validate order details, including customer information, pricing, product availability, delivery requirements, payment terms, and supporting documentation.
Coordinate with internal departments such as Sales, Planning, Procurement, Warehouse, Logistics, and Finance to ensure smooth order fulfilment and on-time delivery.
Monitor order status throughout the entire order-to-cash cycle, proactively identifying and resolving any issues that may impact delivery schedules or customer satisfaction.
Manage order amendments and exceptions, including changes to quantities, delivery dates, cancellations, returns, and credit/debit note requests.
Maintain accurate sales order records in M3 systems, ensuring all transactions, customer communications, and order updates are properly documented.
Serve as the primary contact point for customers regarding order confirmations, shipment updates, delivery tracking, and post-delivery inquiries.
Prepare and monitor order fulfilment reports and KPIs, ensuring service level agreements (SLAs), order accuracy, on-time delivery, and customer satisfaction targets are achieved.
Requirements:
Diploma or Bachelor's Degree in Business Administration, Supply Chain Management, Marketing, or a related discipline.
Minimum 2–5 years of experience in Customer Service, Sales Administration, or Sales Order Management in a B2B or manufacturing environment.
Strong knowledge of the Order-to-Cash (O2C) process, including sales order entry, order fulfilment, delivery coordination, invoicing, and customer support.
Proficiency in ERP systems or similar and Microsoft Office applications, particularly Microsoft Excel, with the ability to maintain accurate order records and reports.
Excellent communication, coordination, and problem-solving skills, with the ability to manage multiple priorities while maintaining a high level of accuracy and customer focus.
Knowledge of supply chain, logistics, inventory management, and export/import documentation processes.
Experience supporting regional or multinational customers and collaborating with cross-functional teams across different locations.
