Sales Support Executive (Order Processing) - One North / Tuas

Position: Customer Service Executive/Sales Support Executive (Order Processing) - One North/Tuas

Job Summary

The Customer Service Executive is responsible for delivering excellent customer service by managing customer enquiries, order processing, quotations, and post-delivery support. The role serves as the primary point of contact for customers and acts as a backup to Sales Operation Admin functions when operational support is required.

Primary Responsibilities

• Serve as the first point of contact for Singapore-based customers via email, phone, and WhatsApp.
• Process and manage customer orders, including bulk orders and scheduled deliveries.
• Handle customer enquiries relating to products, pricing, stock availability, lead times, and deliveries.
• Ensure order accuracy, pricing consistency, and proper documentation.
• Manage customer quotations based on approved pricing and guidance from Sales/Commercial teams.
• Handle post-delivery issues, including exchanges, returns, claims, and customer complaints.
• Provide relevant customer documents such as Halal Certificates, Product Specifications, Certificates of Analysis, and supporting documents upon request.
• Maintain strong customer relationships by providing timely updates and effective issue resolution.
• Coordinate closely with Sales, Warehouse, Logistics, and other internal stakeholders to ensure customer satisfaction.

Secondary Responsibilities

• Assist with matching and verification of purchase orders, pick lists, invoices, and operational documents.
• Support order uploads into internal systems and portals according to operational requirements.
• Assist in monitoring internal stakeholder communications and operational coordination.
• Support urgent order processing and operational escalations when required.
• Provide coverage for Sales Operation Admin responsibilities during manpower shortages, leave periods, peak seasons, or business continuity situations.
• Process backend operational documents to ensure order fulfilment accuracy.
• Perform other ad-hoc duties assigned by management.

Requirements

• Minimum 2-4 years of experience in Customer Service, Order Processing, or related customer-facing roles.
• Experience in FMCG, Food Service, Distribution, or Trading industries is advantageous.
• Proficient in Microsoft Office applications, particularly Excel.
• Experience with SAP or similar ERP systems is preferred.
• Strong customer service and problem-solving skills.
• Good communication and interpersonal skills.
• Ability to work independently and manage multiple priorities.
• Fluency in English, both written and spoken.

Work Arrangements

• Working Days: Monday to Saturday (5.5-day work week).
• Working Hours: 8:00 AM to 5:00 PM or 9:00 AM to 6:00 PM, with half-day work on Saturday.
• Work Location: One North/Tuas (shuttle bus provided travel to Tuas)
• Work From Home: Work-from-home arrangement on Saturdays only