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.