Customer Service Executive

JOB DESCRIPTION

1. End-to-End Workflow Handling for all export markets

• Act as the primary contact point for export operations, managing the entire process from forecast receipt to ensuring timely and accurate delivery of products to customers (received orders, vessel bookings, loading and shipping documents)

2. Export Demand Management

• Consolidation forecast

• Reconciliation demand and supply capacity with supply planning team

• Highlights and escalation to high level and markets in case of capacity constraint and required allocation/action plans

3. Inventory Optimization

Collaborate closely with export customers and internal functional teams to maintain inventory at optimal efficiency levels and minimizing storage costs

4. Customer Complaint Handling for all markets

Provide high-quality customer service by promptly addressing and resolving complaints, ensuring customer satisfaction and long-term relationship building.

5. SLOB Analysis and Write-Off Coordination

Monitor slow-moving and obsolete inventory (SLOB) monthly for Export markets; highlight risk exposure to handled markets, coordinate mitigation and write-off approvals

6. Flexibility Service Delivery

Respond quickly and flexibly to urgent customer requirements, adapting processes as needed to meet dynamic market demands.

7. Issued Escalation and Reporting

Identify and escalate customer-related issues timely to line management for support

8. Compliance with PVM Standards

Ensure all activities are conducted alignment with PVM procedures and standards, maintaining consistency and quality across operations

JOB REQUIREMENTS

Education & Experience

• University degree in Economics / Business Administration

Specific Skills

• Knowledge of export orders handling and processing, incoterms, international transportation

• Strong in Data Analysis

• SAP System (preferred)

• Good command of computer skills at MS Office (Excel in advanced)

• Customer Service Orientation

• Managing workflow of communication under pressure ability

• Quickly identifying issues and proposing effective solutions to balance the interest conflicts between stakeholders

• Good command of Business English (verbal & writing)