Customer Service Executive

Role Summary The Customer Service Executive is a customer-facing role supporting the Sales and/or Field Service Engineering teams, acting as a key point of contact for assigned accounts. The role covers the full transaction lifecycle — from enquiry and quotation through to order fulfilment — while maintaining accurate records, strong internal coordination, and a customer-centric standard of service. This is a standard job description applicable across Customer Service roles supporting Sales and Service functions. Track-specific responsibilities are detailed in separate addenda. Location : Perennial Business City (PBC) connected to Jurong East mrt Core Responsibilities Customer-Facing • Respond to customer inquiries via email and phone in a timely, professional manner • Independently explain products/services and address customer queries to support sales and retention • Hold regular (e.g. monthly) meetings or check-ins with assigned key accounts to review order status, delivery timelines, and any quality or critical matters • Act as liaison between the company and customers for standing orders, recurring requirements, or ongoing account matters Transaction & Order Management • Process quotations and convert them into sales orders for assigned accounts/products • Check and acknowledge customer purchase order changes, including via customer procurement platforms where applicable • Prepare and submit account- or product-specific documentation as required by the assignment (e.g. export documentation, product/tender qualification submissions — see relevant addendum) • Process credit notes and maintain precision and accuracy in all transactional records Reporting & Internal Coordination • Generate customised reports (e.g. inventory, performance, order status) for key accounts or internal sales/service teams, as requested • Prepare regular (weekly/monthly) reports to respective Sales or Service Teams • Submit and file customer complaints as necessary, particularly following delivery, and coordinate resolution with relevant internal teams Team & Organisational • Provide backup coverage for colleagues during absences • Participate as an auditor in the annual internal audit process • Perform other ad-hoc administrative duties as required Competency Requirements • Minimum Diploma holder or equivalent/higher • Good communication and interpersonal skills, including effective written communication • Good knowledge of SAP Business One (or equivalent ERP system) • Computer literate; quick learner preferred if candidate lacks prior ERP experience • Able to manage multiple tasks and responsibilities with a proactive approach • Strong organisational skills; able to leverage technology to stay productive • Strong self-discipline; able to work independently as well as within a team