Executive - Customer Service

Position Summary:

As a member of the Service Parts Order Team, you will be responsible for ensuring the efficient handling of service parts orders, coordinating with internal teams, resolving issues, and supporting continuous process improvement. The ideal candidate will have a strong understanding of order fulfillment systems, excellent communication skills, and the ability to thrive in a fast-paced environment.

Position Responsibilities:

Order Management
•Process service parts orders accurately using ERP systems (e.g., SAP SD).
•Validate and verify order details: part numbers, pricing, delivery terms, and customer requirements.
•Monitor open orders, backlogs, and coordinate follow-ups to ensure on-time delivery.

Customer & Internal Stakeholder Coordination
•Serve as a point of contact for escalated customer queries related to order status, delays, or special handling.
•Collaborate with logistics, planning, warehouse, and customer service teams to resolve order and delivery issues.

Co-ordination & Issue Resolution
•Investigate and resolve complex problems related to inventory mismatches, part availability, blocked deliveries, and urgent shipment requests.
•Provide root cause analysis and recommend preventive measures.

Reporting & Documentation
•Generate daily/weekly order fulfillment reports and performance dashboards.
•Maintain accurate documentation of customer interactions, order changes, and exceptions.

Support Process Improvement
•Identify gaps in the order processing lifecycle and contribute to workflow enhancements and automation.
•Participate in system testing, SOP updates, and training sessions for junior staff.

Required Skills & Education:

•Bachelor’s degree in any related field.
•4-7 years’ experience in order management, order fulfillment, or supply chain operations.
•Strong understanding of order processing systems and ERP tools.
•Hands-on experience with ERP systems (SAP SD/MM preferred); working knowledge of MS Excel (pivot tables, VLOOKUP).
•Good understanding of inventory, logistics coordination, and SLA compliance.

Desired Skills:

• Min bachelor’s degree with excellent verbal and written communication skills.

Work Environment:

Physical Requirements: