Operation Support Executive (Customer Service)

About the role

We are seeking an experienced Operation Support Executive to lead our Operation Support team and ensure exceptional service delivery. The ideal candidate will be responsible for handling complex customer inquiries, mentoring junior staff, and improving service processes to enhance customer satisfaction. You will act as a key point of contact for escalated issues and work closely with cross-functional teams to drive service excellence.

Key responsibilities

• Handle end-to-end order management, process customer orders accurately and efficiently, and liaise with Material Planner, Production, and Logistics Team to ensure customer orders are handled and arranged accordingly
• Proactively update customers on order status and changes via email/phone
• Serve as the primary contact window between packers and customers, ensure packer manpower is arranged efficiently, and monitor actual pack on-site hours to ensure service charges are billed accordingly and packer working hours are planned as per Labor Law Act
• Participate in regular internal briefings to align on operational priorities and customer expectations
• Act as an escalation point for customer complaints and expedition requests, applying a problem-solving mindset and taking appropriate action to address customer pain points
• Build and maintain strong relationships with customers to ensure customer satisfaction, proactively identify customer needs, and suggest solutions to enhance their experience
• Work closely with the Project Management and Sales Support teams to ensure the customer is served in alignment with the business direction
• Provide technical support for engineering related inquiries and work closely with the Engineering team to communicate customer feedback and product improvement
• Monitor and analyse Operation Support processes and develop improvement plans to enhance internal process flow and quality of customer service
• Prepare Monthly/Weekly/Daily Reports

About you

• 3 – 5 years of working experience in customer service/account management or equivalent experience
• Strong analytical skills
• Proficient in Microsoft Excel (pivot tables, formulas for pricing), Word, and PowerPoint
• Knowledge of ERP system such as Sage X3, SAP, or similar platform is an advantage
• Problem solving and communication skills
• Critical thinking skill
• Able to work independently