Customer Service Associate at Flexi-Personnel

• Our client is looking forward to recruiting Customer Service Associate to support in end-to-end order execution, from SAP/ERP entry to on-time delivery. The role requires coordinating with sales, logistics, and international trade teams, resolving customer issues, and supporting sales growth. The Ideal candidate should have experience in export-import processes, strong problem-solving skills, and a customer-focused approach.

PRIMARY DUTIES

• Order Management
• Coordination between customers and sales representatives for arranging Customer Purchase orders on time.
• Entering the orders in SAP/ERP. Hands-on experience on existing ERP/SAP - OTC T codes and reports will be added advantage.
• Coordination with cross functional departments for arranging on time shipment dispatches. (Coordination with planning, warehouse, Quality, finance, etc.) 
• Manage all aspects of order cycle to ensure customer satisfaction and hassle-free interface with local & Overseas customers.
• Liaise regularly with other functions such as Finance, Logistics, Planning, Operations, & Sales, to ensure SIFOT delivery to our customers.

Customer Relations

• Considered expert in problem solving related to customer service issues.
• Build and/or improve lasting relationships with customers through knowledgeable communication.
• Exercise independent judgment and ownership in performance of duties.  Proactively seek problem resolutions using appropriate resources in a timely manner while minimizing cost impact to company.
• Responsible for promoting and training customers on all ecommerce tools and solutions.  Maintain and seek understanding of existing and new ecommerce solutions.
• Document and initiate dispute resolution process as appropriate to ensure customer satisfaction.  Engage sales or customer service management for assistance.
• Independently monitor and enforce material allocations with customers while maintaining positive customer relations.

Sales Support

• Partner with sales to achieve sale growth initiatives and company value propositions.
• Assist Sales in meeting sales goals.
• Ability to handle assigned projects in addition to daily tasks independently.
• Support Sales on Customer code creation, Item code creation, Price Locks & other SAP issues.

EXIM

• Possess strong Export / Import / International trade entire process knowledge.
• Ensure for all freight forwarding / Custom House Agent activities pertaining to international trade, this includes container booking, complete coordination with freight forwarding, Customs house agents and if needed Custom department.
• Ensure negotiations with shippers, agents & freight forwarder for freight costs.
• Ensure to check for opportunities for lowering the cost of the freight forwarding and shipment charges.
• Make sure the Export document requirements in line with customs requirements.
• Keep track of invoices and submit to Finance and prepare reports.
• Ensure that shipments follow the local laws and regulations governing the export industry.
• Issues related to time zone delays also need to be dealt with.
• Comply with the rules and regulations of the home country as well as the exporting country.
• Track and control for delays that may occur during the export and import process.

Customer Focus

• Seeks to understand and include customer requirements in all operational plans and activities.
• Ensures effective follow up, responsiveness and feedback to ensure customer requirements are being met.
• Ensures customer and community service standards are considered in all operational activities.
• Handle customer complaint process as per company established process.

Other

• Interface with finance to resolve any customer credit issues to ensure timely shipment, seeking assistance as needed.
• Review statutory requirements as needed, Report irregularities. 
• Adhere to all Health and Safety rules and ensure that all Health and Safety procedures are properly followed by all members of staff.  Follow Company EHS procedures.
• Ensure that clean desk policy at Work area. 

MINIMUM REQUIREMENTS

• Must have handled core End to End process management of Order execution, right from booking the order in system and till end customer delivery, including documentation.
• Candidate should have well versed knowledge on all documentation part needed for order execution. Should be a good document reader.
• Candidate should have worked independently on document creation under various terms of dispatch and payment including Letter of credit.
• Min 3 to 5 years customer service / Sales orders execution (Order to dispatch), of which the majority work experience should be related to end-to-end order management & International business Activities.
• Ability to do multitask & ready to accept new challenges.
• Action oriented and high energy to work in a challenging, changing, and flexible environment.          
• Ability to prioritize and manage workload to meet customer demands and deadlines.
• Excellent verbal and written communication skills.
• Possess professional demeanor in a dynamic work environment.
• Ability to maintain composure in stressful situations.
• Intermediate PC skills; include Microsoft Office suite, and SAP OTC module.
• Strong problem-solving skills and ability to make decisions independently.