Customer Relations and Coordination Executive

Job Summary:The Customer Relations and Coordination Executive is responsible for ensuring our customers receive exceptional service and support. This role involves managing customer interactions, addressing inquiries, resolving issues, and proactively gathering feedback to improve customer satisfaction and loyalty. The ideal candidate will have experience in a fast-paced environment, possess strong communication and problem-solving skills, and be proficient in using SAP ERP for order processing and coordination.Responsibilities and Duties:Customer Relationship Management:Serve as the primary point of contact for assigned customers, building and maintaining strong, long-term relationships.Proactively communicate with customers to understand their needs, address concerns, and provide updates on orders or service changes.Act as an advocate for the customer within the company, ensuring their voice is heard and their needs are met.Gather customer feedback through various channels (e.g., phone, email, surveys) and analyze data to identify trends and areas for improvement.Ensure that all customer problems, feedbacks, and suggestions are duly noted and ensure that they get hassle-free service.Order Processing and Coordination (SAP ERP):Utilize SAP ERP to receive, process, and execute customer orders accurately and efficiently.Generate order confirmations, delivery schedules, and other relevant documentation in SAP.Monitor order status in SAP, track shipments, and proactively communicate any delays or issues to customers.Coordinate with the dispatch team to ensure timely and accurate delivery of orders.Troubleshoot order-related issues in SAP, such as pricing discrepancies, inventory availability, or shipping errors.Issue Resolution and Problem Solving:Respond promptly and professionally to customer inquiries, complaints, and requests via phone, email, or other communication channels.Investigate and resolve customer issues, working cross-functionally with other departments (e.g., Sales, Production, Logistics) to find solutions.Document all customer interactions and issue resolutions in a CRM system or other designated platform.Escalate complex or unresolved issues to the appropriate manager or department.Follow up with customers to ensure their issues have been resolved to their satisfaction.Coordination and Communication:Coordinate with internal teams, including sales, production, and dispatch, to ensure smooth order processing and delivery.Communicate effectively with the dispatch team to provide order details, special instructions, and delivery requirements.Maintain accurate and up-to-date records of customer interactions, orders, and resolutions.Prepare reports on customer feedback, order status, and issue resolution as needed.Participate in team meetings to share customer insights, discuss process improvements, and collaborate on solutions.Service Improvement:Identify opportunities to improve customer service processes and procedures.Contribute to the development and implementation of customer service initiatives and best practices.Stay up-to-date on product knowledge, company policies, and industry trends related to customer service.Qualifications and Skills:Bachelor's degree in Business Administration, or a related field.2 years of experience in a customer service, customer relations, or sales coordination role.Proven experience with SAP ERP, including order entry, order management, and reporting.Excellent verbal and written communication skills, with the ability to communicate effectively with customers and internal stakeholders at all levels.Strong problem-solving and analytical skills, with the ability to identify and resolve customer issues in a timely and efficient manner.Exceptional interpersonal skills, with the ability to build rapport and maintain positive relationships with customers.Strong organizational and time-management skills, with the ability to prioritize tasks, manage multiple projects, and meet deadlines.Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).Ability to work independently and as part of a team.Customer-focused attitude with a passion for providing excellent service.Ability to remain calm and professional in challenging situations.Preferred Qualifications:Familiarity with CRM systems (e.g., Bizom, Salesforce).Additional certifications in customer service or sales.