Customer Services Officer/Executive (Mandarin Speaker)

Job description:

Customer Service Executive

About the Role

We are looking for a Customer Service Executive to support our customers and ensure smooth coordination of customer orders from enquiry to delivery. The role involves managing customer enquiries, processing sales orders, coordinating with internal departments, monitoring order fulfilment, and handling customer issues professionally.

The successful candidate will work closely with the Sales, Production, Warehouse, Logistics, Planning, Finance and other internal teams to ensure customer requirements are met accurately and on time. This role will also involve dealing with international customers across the EU, US and South Asian markets.

Key Responsibilities

1. Customer Support & Relationship Management

Handle customer enquiries via email, phone and other communication platforms.
Build and maintain strong relationships with existing customers.
Act as the main point of contact between customers and internal departments.
Follow up on customer requests, feedback and enquiries promptly.
Understand customer requirements and provide appropriate assistance and solutions.
2. Sales Coordination & Order Management

Assist the Sales team in preparing quotations, proposals and related documents.
Process customer sales orders accurately and ensure timely order confirmation.
Monitor order status and provide regular updates to customers.
Coordinate with Sales to support customer requirements and business objectives.
Ensure customer orders and information are properly recorded in the system.
3. Order Processing & Fulfilment

Coordinate with Production, Planning, Warehouse and Logistics teams to ensure smooth order fulfilment.
Monitor production and delivery schedules to ensure orders are completed on time.
Arrange shipments and prepare the necessary shipping and customer documentation.
Track shipment status and follow up on delivery issues.
Communicate any delays or changes in delivery schedules to customers and relevant internal teams.
4. Pricing & Product Documentation

Maintain up-to-date pricing records and product information.
Assist in preparing and updating quotations and customer-related documents.
Ensure customer information, product specifications and pricing records are accurate.
Coordinate with relevant departments on product availability, specifications and lead times.
5. Complaint Handling & Problem Solving

Handle customer complaints and concerns professionally and promptly.
Investigate customer issues and coordinate with relevant departments for resolution.
Follow up on corrective actions and ensure timely responses to customers.
Provide suitable solutions while maintaining customer satisfaction.
Maintain proper records of customer complaints and follow-up actions.
6. Payment & Account Coordination

Monitor customer payment status and follow up on outstanding payments when required.
Coordinate with the Finance/Accounts department regarding customer accounts.
Ensure compliance with approved customer credit terms.
Assist in resolving payment or account-related enquiries.
7. Reporting & Data Management

Maintain accurate customer databases, sales records and order information.
Prepare sales reports, order tracking reports and other relevant reports.
Monitor order progress and provide updates to the Sales team and management.
Assist in preparing sales forecasts and customer-related analysis when required.
Ensure all customer and order records are properly updated and maintained.
Job Requirements

Candidate must possess at least a Diploma or Degree in Business Studies/Administration/Management, Marketing, Mass Communication or equivalent.
Preferably with 2–3 years of experience in customer service, sales coordination or order management, preferably within the plastic manufacturing, packaging, FMCG or related manufacturing industry.
Fresh graduates are welcome to apply.
Experience in handling B2B customers, sales orders, quotations and shipment coordination will be an added advantage.
Good communication, interpersonal and problem-solving skills.
Good command of English, both written and spoken, as the role requires candidates to communicate with EU, US and South Asian clients.
Mandarin language proficiency would be an added advantage.
Good organisational skills with the ability to manage multiple customer requests and priorities.
Detail-oriented, proactive and able to work independently as well as in a team.
Proficient in Microsoft Office (Word, Excel, Outlook); experience with ERP systems is an advantage.
Willing to communicate and coordinate with customers across different time zones when required.
Job Types: Full-time, Permanent