Officer-Customer Service

About the Role:

Customer Service Executive

Key Responsibilities:

Order & SAP Management

• Receive and validate customer Purchase Orders (POs) from Sales/Marketing or auto-email systems.
• Validate all fields (billing/shipping addresses, payment terms, part numbers, quantities, etc.).
• Obtain price approvals (SAP VK11) and book orders using SAP (MM01, etc.).
• Generate reports such as sales backlog, open orders, and stock statements.
• Handle credit notes, returns, and quality complaints using SAP RMA processes.

Customer Interaction & Support

• Act as the primary point of contact for customers, providing timely updates on order status, product info, delivery schedules, and issue resolution.
• Use customer portals for post-invoicing tasks such as invoice uploads.
• Handle global customer communication, including requests from Europe (Blatna and Landshut offices).
• Interact professionally on Microsoft Teams via calls, video, and chats.

Logistics & Delivery Coordination

• Collaborate with planning and logistics teams to expedite urgent orders and ensure delivery per customer request.
• Manage monthly billing targets and track sample preparation for exhibitions (Electronica, Elecrama).

Quality Complaint Handling

• Provide first-level response to customers for product quality issues.
• Coordinate with logistics to retrieve samples and follow up with quality teams for analysis.
• Share 8D reports with Sales/Marketing for customer submission.

Reporting & Documentation

• Maintain accurate customer records, transaction logs, and satisfaction reports.
• Prepare periodic KPI reports and ensure audit readiness (ISO/IRIS).

Required Skills & Qualifications:

• Engineering degree

  preferred, with a focus on

  electronics

  .
• 810 years of experience in customer service operations.
• Proficient in

  SAP

  (MM01, VK11, RMA handling, order entry, report generation).
• Familiarity with

  capacitors

  , including AC/DC, voltage, current, and basic electronic specifications.
• Excellent written and spoken

  English communication skills

  .
• Strong analytical, coordination, and interpersonal skills.
• Patient, polite, team-oriented, and customer-centric mindset.
• Experience working with global teams and customers across time zones.