Customer Support Executive

We are seeking an energetic, detail-oriented Customer Support Executive to manage day-to-day customer accounts and order cycles within our sales division. In this role, you will not only answer inquiries but will actively collaborate with teams for tracking, feedback, input, and get involved in operations to ensure orders are dispatched on time.

Responsibilities:

1. Order & Account Management

• Receive, log, and process incoming customer orders via email, B2B portals, and communication channels.
• Verify pricing etc before logging entries into the system.
• Generate accurate sales invoices, pro-forma documents, and delivery notes.

2. Cross-Functional Production Coordination

• Act as the liaison between the customer and internal teams, including Sales and Logistics if needed.
• Monitor finished goods inventories to match real-time production output with dispatch timelines.

3. Issue Resolution & De-escalation

• Handle customer complaints regarding defects, wrong shipments, or delayed dispatches professionally.
• De-escalate high-pressure situations, managing client expectations when dealing with raw material shortages or transit disruptions.
• Manage return authorizations and enquiries whenever required.

4. Logistics & Delivery Tracking

• Coordinate with supply chain and courier companies to ensure timely shipments.
• Provide continuous transit updates, tracking numbers, and bills of lading to corporate clients.

Required Skills and Qualifications:

• Industry Experience 1–3 years in a customer service or account coordination role, preferably within a manufacturing, industrial background.
• Technical Literacy and Proficiency with excel and software platforms and standard data tools for tracking order lists.
• Communication Strong verbal and written communication skills with the confidence to deliver technical details or unexpected delay updates.
• Problem Solving Excellent conflict-resolution and mediation skills to solve cross-departmental bottlenecks.

Education & Background:

• Minimum Education: Bachelor’s degree in Business Administration or similar is preferred.

Work Location: In person