Customer Service Executive

Position Summary

The Customer Service Executive manages end-to-end sales order activities and day-to-day customer communication to ensure accurate, timely, and complete order fulfilment for key customers in a manufacturing / precision engineering environment. The role is the main liaison between customers and internal teams such as Sales, Planning, Production, Logistics, Quality, and Engineering to secure on-time delivery and a high level of customer satisfaction.

Responsibilities:

1. Order Processing and Administration

• Receive and review customer purchase orders, verifying pricing, quantities, item codes, Incoterms, and delivery details for accuracy
• Enter and maintain orders in the ERP system, ensuring accurate data entry and compliance with company procedures
• Process orders received via email, customer portals, and other channels, ensuring acknowledgement is sent within agreed timelines
• Monitor order status throughout the fulfilment cycle, updating customers on order confirmations, RDD/PDD, shipment dates, and any changes
• Coordinate requested delivery dates (RDD) and promised delivery dates (PDD) in both ERP and customer portals to prevent past-due orders

2. Customer Communication and Service

• Act as the primary point of contact for day-to-day enquiries on orders, deliveries, basic product/service information, and documents
• Respond to customer enquiries and feedback via phone, email, and portals in a timely and professional manner, ensuring clarity and completeness
• Build and maintain strong working relationships with customer planners, buyers, and coordinators to support smooth collaboration and repeat business
• Manage customer complaints or service issues related to orders, delivery, or documentation; provide first-level resolution and escalate when required

3. Cross-Functional Coordination

• Liaise with Planning and Production to align build schedules, capacity, and material readiness with customer demand and delivery commitments
• Coordinate with Logistics / Warehouse on packing, shipping documentation, and delivery arrangements to ensure on-time shipments
• Work with Quality and Engineering teams to support responses on non-conformances, basic technical clarifications, and implementation of engineering changes impacting orders.
• Support Sales/Account Managers with customer information, order status, and data required for reviews and business discussions

4. Data, Reporting, and Systems

• Maintain accurate and up-to-date customer and order records in ERP/CRM systems, including shipped quantities, open orders, and backlog
• Generate routine reports on order metrics (e.g. OTIF, backlog, past-due orders, shipment status) for internal management reviews and customer updates
• Ensure proper filing and traceability of customer POs, order confirmations, delivery documents, and related correspondence

​5. Process and Continuous Improvement

• Comply with established standard operating procedures (SOPs) for order processing, customer communication, and documentation
• Identify recurring issues in orders, data, or delivery performance and highlight improvement opportunities to the Customer Service Lead / Manager
• Support or participate in projects to enhance ERP usage, customer portal handling, and overall order-to-delivery efficiency

6. Other Duties

• Provide back-up support to other Customer Service team members to ensure continuity of service during absences
• ​Perform any other duties or ad-hoc tasks assigned by the Customer Service Lead / Manager aligned with business needs

Requirements:

• ITE, Diploma or Degree in Engineering, Supply Chain, or related technical field
• Minimum 3–5 years’ experience in customer service, quotation, or project handling within a manufacturing or precision engineering environment
• Strong technical comprehension of drawings, processes, and tolerances
• Proficient in ERP/CRM systems and MS Office applications
• Effective communication, analytical, and problem-solving skills
• Detail-oriented and able to manage multiple engineering and commercial activities concurrently