Senior Customer Service Executive

2 hours ago

Tuas, Singapore Gulf Asia-Pacific Pte. Ltd. Full time $60,000 - $120,000 per year

Order Management

  • Manage the end-to-end order fulfilment process, from order receipt to delivery and invoicing.
  • Ensure accuracy in processing customer purchase orders, sales contracts, and related documentation.
  • Monitor order status proactively and keep customers updated on delivery timelines.

Customer Relationship Management

  • Act as the first point of contact for customers, addressing inquiries, complaints, and service issues.
  • Build strong relationships with key accounts and distributors to enhance customer satisfaction.
  • Collaborate with sales and supply chain teams to align customer needs with plant capability.

Logistics & Coordination

  • Coordinate with production planning, warehouse, and logistics teams to ensure on-time delivery (OTIF).
  • Track shipments, resolve transport issues, and ensure all export/import documentation complies with regulatory requirements.
  • Liaise with freight forwarders and third-party logistics providers when needed.

Reporting & Process Improvement

  • Prepare regular reports on customer service KPIs such as OTIF, order accuracy, and complaint resolution.
  • Support continuous improvement initiatives to streamline order management and enhance customer satisfaction.
  • Assist in developing and implementing standard operating procedures for customer service excellence.

Key Skills and Personal Attributes

Academic Qualifications & Experience:

  • Diploma/Degree in Business, Supply Chain, or related field.
  • 4–7 years of experience in customer service, preferably in lubricants, chemicals, or FMCG industries.
  • Experience in order management, exports/imports, and documentation (e.g., LC, shipping, customs).
  • Strong knowledge of ERP systems (SAP/Oracle or equivalent) and Microsoft Office.
  • Excellent communication and interpersonal skills.
  • Ability to work independently under pressure and manage multiple priorities.
  • Proficiency in Japanese language (written and spoken) – advantage for regional coordination and communication.

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