Customer Service Specialist - Account Management

JOB SUMMARY

• Responsible for managing assigned customer accounts to ensure accurate order processing, timely communication, and high customer satisfaction through effective coordination with internal stakeholders
• ESSENTIAL DUTIES & RESPONSIBILITIES - Manage day-to-day operations for assigned customer accounts. - Ensure customer orders, forecasts, and requirements are handled accurately and on time. - Maintain strong relationships with customers as key contact point. - Support Customer Service Team Leader in achieving service performance targets.
• SCOPE OF RESPONSIBILITY - Process and follow up customer orders from receipt to delivery completion. - Coordinate with Sales, Planning, Production, Logistics, and Finance to fulfill customer requirements. - Communicate proactively with customers regarding order status, delivery schedules, and issues. - Handle customer inquiries and complaints related to assigned accounts. - Maintain accurate customer records, order data, and documentation in the systems. - Support preparation of forecasts, reports, and customer performance data. - Ensure compliance with internal procedures and customer-specific requirements. - Escalate issues to Team Leader or Manager when necessary

• REQUIRED KNOWLEDGE - Knowledge of customer service and account management processes. - Basic understanding of supply chain, production planning, and logistics flow. - Familiarity with systems and order management tools. - Understanding of customer service KPIs and service level requirements
• MINIMUM QUALIFICATIONS - Bachelor’s degree or diploma in Business, Supply Chain, or related field. - Minimum 2–3 years of experience in customer service, account management, or related roles. - Good communication and coordination skills. - Ability to manage multiple customer accounts simultaneously. - Proficient in MS Office; ERP system experience is an advantage. - Working English communication skills required.
• MENTAL & PHYSICAL DEMANDS/WORKING CONDITIONS - Ability to work under pressure and meet customer deadlines. - Customer-oriented mindset with attention to detail. - Office-based working environment. - Normal office working conditions.