Customer Service Executive

Role Responsibilities:

• Process both Internal and External customer orders accurately, ensuring customer requirements and delivery timelines are met
• Handle responses to customer requests and queries to minimise gaps in customer service delivery
• Effective communication and coordination with all relevant internal teams including Operations, Planning Team and Warehouse and other stakeholders to ensure timely order fulfilment
• Resolve shipping issues, transit delays and delivery discrepancies promptly to support customer satisfaction
• Collaborate closely with fellow Customer Service team members to ensure seamless account coverage and shared workload balance during peak periods.
• Working with Sales to meet monthly Sales Target
• Coordinate with internal logistics service provider and freight forwarders to arrange shipments and follow-up to secure vessel schedules.
• Prepare and coordinate shipping documentation
• Support shipping arrangements for ad-hoc programs and initiatives

Role Purpose:

• Ensure end-to-end order fulfilment for authorised service providers, sales intermediaries, and business partners. This role serves as a key coordination point between customers, external freight forwarders, and internal operations to ensure accurate order processing, timely shipment execution, and strong customer satisfaction.

Minimum Requirements:

• Diploma or Degree in Business Administration or a related field
• Minimum 2–5 years of customer-facing experience in manufacturing aftermarket, customer service, logistics, or new ERP/eCommerce implementation

Preferred Requirements:

• Strong working knowledge of Incoterms and their impact on shipping risk and costs
• Proven ability to prepare, review, and verify international shipping and customs documentation
• Proficiency with ERP systems, e-commerce platforms, carrier tracking portals, Microsoft Excel and Power BI
• Core Competencies
• Communication: Provides clear and timely updates to customers and internal stakeholders
• Coordination: Follows up effectively with internal teams, vendors and customers to close actions on time
• Problem-Solving: Handles shipment issues, delays, and customer concerns in a calm and practical manner
• Attention to Detail: Ensures accuracy in orders, documentation, shipment details, and customer updates
• Excel Tracking: Uses Excel to track customer backlogs, order status, stock availability, and lead times
• Initiative: Takes ownership, anticipates follow-up actions, and proactively supports process improvements
• Team Collaboration: Works cross-functionally to support department goals

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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