Customer Service Executive

PURPOSE OF THE ROLE The Customer Service Executive is responsible for delivering quality customer service by managing customer orders, enquiries, and after‑sales support efficiently and accurately. The role ensures timely order processing, coordination with internal and external stakeholders, and accurate data management to support smooth sales operations, customer satisfaction, and business performance. OPERATING CONTEXT The role operates within a fast‑paced sales and distribution environment in the integrated electrical distribution industry. It requires close collaboration with Sales, Logistics, Procurement, Finance, Principals/Suppliers, and internal support teams to ensure seamless order fulfilment, accurate documentation, and timely delivery to customers. Attention to detail, responsiveness, and adherence to company policies are critical to success in this role. AUTONOMY This role operates as an individual contributor within a shared services team, providing customer service and order management support across all divisions. The Customer Service Executive is responsible for managing assigned tasks and customer interactions independently, in line with established policies, procedures, and service standards. While exercising day‑to‑day judgement in handling orders and enquiries, the role requires close collaboration with Sales, Logistics, Procurement, Finance, and other internal stakeholders across divisions, with escalation of unresolved issues or exceptions to supervisors or management as appropriate. KEY RESPONSIBILITIES End-to-End Order-to-Cash Management Manage the full spectrum of order processing for local and overseas customers, from order receipt and validation through fulfilment, invoicing and completion, ensuring transactions are processed promptly and accurately.

Procurement and Supplier Coordination Collaborate closely with the Procurement team and local and overseas suppliers, including suppliers in China, the United States, Europe and other locations, to confirm availability, expedite orders and resolve fulfilment issues.

Delivery Monitoring and Customer Communication Monitor open orders and delivery schedules, proactively address potential delays, and provide customers with regular and accurate order status updates to support on-time delivery and customer satisfaction.

Import, Export and Shipping Documentation Process import and export shipments and review, prepare and issue complete shipping and commercial documentation, ensuring accuracy, timeliness and compliance with applicable requirements.

Cross-Functional Order Fulfilment Work closely with Sales, Procurement, Accounts and Logistics teams to coordinate order fulfilment, billing, shipment arrangements and issue resolution, ensuring a smooth and efficient customer experience.

Compliance and Process Adherence Perform all duties in accordance with company policies, procedures, delegated authorities and internal control requirements, maintaining accurate records and proper documentation.

Administrative and Operational Support Provide administrative support to the Operations function and undertake other ad hoc duties and activities assigned by the Operations Manager.

KEY QUALIFICATIONS/ SKILLS Diploma or equivalent qualification in Business Administration, Supply Chain, or a related field.

Experience in customer service, sales support, or order management (preferably in electrical distribution or related industries).

Strong customer‑centric mindset with a commitment to service excellence.

High level of accuracy and attention to detail.

Proficient in ERP systems (AX preferred) and Microsoft Office applications.

Good communication and interpersonal skills, with the ability to work effectively across departments.

Ability to manage multiple tasks, prioritise effectively, and meet deadlines in a fast‑paced environment.