Our client is looking forward to recruiting a Customer Service Associate to support in end-to-end order execution, from SAP/ERP entry to on-time delivery. The role requires coordinating extensively with sales, logistics, and international trade teams, resolving customer issues, and supporting sales growth initiatives. The ideal candidate should have experience in export-import processes, strong problem-solving skills, and a customer-focused approach.
PRIMARY DUTIES
Order Management
- Coordination between customers and sales representatives for arranging Customer Purchase orders on time.
- Entering the orders accurately in SAP/ERP. Hands-on experience on existing ERP/SAP - OTC T codes and reports will be an added advantage.
- Coordination with cross functional departments (planning, warehouse, quality, finance, etc.) for arranging on time shipment dispatches.
- Manage all aspects of the order cycle to ensure customer satisfaction and hassle-free interface with local & Overseas customers.
- Liaise regularly with other functions such as Finance, Logistics, Planning, Operations, & Sales, to ensure SIFOT (Shipment In Full, On Time) delivery to our customers.
Customer Relations
- Considered expert in problem solving related to customer service issues.
- Build and/or improve lasting relationships with customers through knowledgeable communication.
- Exercise independent judgment and ownership in performance of duties. Proactively seek problem resolutions using appropriate resources in a timely manner while minimizing cost impact to the company.
- Responsible for promoting and training customers on all e-commerce tools and solutions. Maintain and seek understanding of existing and new e-commerce solutions.
- Document and initiate dispute resolution process as appropriate to ensure customer satisfaction. Engage sales or customer service management for assistance.
- Independently monitor and enforce material allocations with customers while maintaining positive customer relations.
Sales Support
- Partner with sales to achieve sales growth initiatives and company value propositions.
- Assist Sales in meeting sales goals.
- Ability to handle assigned projects in addition to daily tasks independently.
- Support Sales on Customer code creation, Item code creation, Price Locks & other SAP issues.
EXIM (Export/Import)
- Possess strong Export / Import / International trade entire process knowledge.
- Ensure for all freight forwarding / Custom House Agent activities pertaining to international trade, including container booking, complete coordination with freight forwarding, Customs house agents and if needed Custom department.
- Ensure negotiations with shippers, agents & freight forwarder for freight costs.
- Ensure to check for opportunities for lowering the cost of the freight forwarding and shipment charges.
- Make sure the Export document requirements are in line with customs requirements.
- Keep track of invoices and submit to Finance and prepare reports.
- Ensure that shipments follow the local laws and regulations governing the export industry.
- Issues related to time zone delays also need to be dealt with.
- Comply with the rules and regulations of the home country as well as the exporting country.
- Track and control for delays that may occur during the export and import process.
Customer Focus
- Seeks to understand and include customer requirements in all operational plans and activities.
- Ensures effective follow up, responsiveness and feedback to ensure customer requirements are being met.
- Ensures customer and community service standards are considered in all operational activities.
- Handle customer complaint process as per company established process.
Other
- Interface with finance to resolve any customer credit issues to ensure timely shipment, seeking assistance as needed.
- Review statutory requirements as needed, Report irregularities.
- Adhere to all Health and Safety rules and ensure that all Health and Safety procedures are properly followed by all members of staff. Follow Company EHS procedures.
- Ensure a clean desk policy at the work area.
MINIMUM REQUIREMENTS
- Must have handled core End to End process management of Order execution, right from booking the order in the system and till end customer delivery, including documentation.
- Candidate should have well versed knowledge on all documentation parts needed for order execution. Should be a good document reader.
- Candidate should have worked independently on document creation under various terms of dispatch and payment including Letter of credit.
- Min 3 to 5 years customer service / Sales orders execution (Order to dispatch), of which the majority work experience should be related to end-to-end order management & International business Activities.
- Ability to do multitask & ready to accept new challenges.
- Action oriented and high energy to work in a challenging, changing, and flexible environment.
- Ability to prioritize and manage workload to meet customer demands and deadlines.
- Excellent verbal and written communication skills.
- Possess professional demeanor in a dynamic work environment.
- Ability to maintain composure in stressful situations.
- Intermediate PC skills; include Microsoft Office suite, and SAP OTC module.
- Strong problem-solving skills and ability to make decisions independently.
