The company
Our client is a leading global company specializing in custom packaging, crating, logistics, and supply chain solutions. With operations across North America, Asia, and Europe, our client specializes in delivering end-to-end services that protect high-value products and support efficient global distribution.
About the Role
The Sales Support Executive (Customer Service Manufacturing) will serve as a key liaison between customers and internal departments, ensuring timely order fulfilment, operational efficiency, and high levels of customer satisfaction. Working closely with the Head of Department (HOD), you will manage end-to-end order processing, supervise a small support team, and ensure seamless communication across Material Planning, Production, Logistics, and Billing.
Key responsibilities:
- Support the Head of Department (HOD) in handling end-to-end order management.
- Process customer orders accurately and efficiently, and coordinate with Material Planners, Production, and Logistics teams to ensure customer’s order are handled, and arranged accordingly.
- Proactively communicate order status, updates and changes to customers via phone/email.
- Build and maintain strong customer relationship to ensure high level of customer satisfaction.
- Identify customer needs and provide appropriate solutions to enhance customer experience.
- Coach and supervise support team and field personnel, monitoring daily performance to ensure smooth, efficient operations.
- Participate in regular internal briefings to align operational priorities and customer expectations.
- Work closely with Billing team to verify charges, resolve discrepancies, and maintain proper billing records.
- Work close with the Project Management, Sales Support and Internal teams to ensure customer requirements are met in line with the business direction.
- Monitor and analyze operation support process and develop improvement plan to enhance workflow and customer service quality.
- Coordinate and follow up with internal teams on outstanding issues to ensure prompt closure.
- Prepare monthly/weekly/daily report.
- Understand and adhere to QMS requirements, including documented information, planning, and determining process interactions.
- Perform any other tasks as assigned by the HOD from time to time.
The Ideal Candidate:
- Bachelor’s degree or equivalent.
- Minimum 2 years of experience in Sales Support, Project Coordination, Order Management or Operations Support within the manufacturing environment.
- Knowledge of ERP systems such as Sage X3, SAP or similar platforms is an advantage.
- Knowledge of Quality Management Systems (QMS) standards.
- Strong interpersonal and communication skills.
- Ability to multitask and prioritized in a fast-paced environment.
- Strong analytical, problem solving and decision-making skills.
- Ability to work independently and collaborate effectively with cross-functional teams.
- Ability to build and maintain teamwork and collaboration.
Only shortlisted candidates will be notified.