Customer Relationship

Job Description

Role:

Officer – Customer Relationship

Department:

Customer Service & Logistics

Experience:

2–3 Years

Education:

Graduate (BA / BCom / BSc / BBA / BBM)

Role Overview

The Officer – Customer Relationship will support the Commercial team in delivering excellent customer service from order acceptance through to product delivery. The role requires maintaining strong customer relationships, ensuring accurate order processing, and providing timely communication to customers while maintaining a right-first-time approach to order management.

Key Responsibilities

Customer Account Management

• Manage and maintain assigned customer accounts.
• Maintain effective and professional communication with customers.
• Coordinate with customers, sales teams, and intercompany stakeholders.

Order Management

• Receive and process customer orders through SAP after verifying product availability, pricing, and delivery timelines.
• Confirm delivery schedules with customers and proactively communicate any delays.
• Ensure accurate documentation and processing of orders.

Customer Service Operations

• Arrange and dispatch product samples via courier.
• Log, track, and resolve customer complaints in coordination with relevant teams.
• Maintain high service standards and ensure customer satisfaction.

Coordination & Logistics

• Liaise with the Logistics/Dispatch team regarding delivery schedules and changes.
• Handle consignment and SOI shipments.
• Coordinate with the regulatory team for documentation requirements.

Documentation & Data Management

• Ensure Customer Master Data is updated and accurate in SAP.
• Send final documentation packs to customers.
• Support regulatory documentation processes where required.

Financial Coordination

• Follow up on customer payments when necessary.
• Coordinate with finance teams for order-related payment matters.

System & Process Support

• Act as a SAP key user within the function.
• Support internal teams in maintaining efficient order and customer service processes.

Key Skills & Competencies

• Strong customer service orientation
• Good communication and interpersonal skills
• Attention to detail and process accuracy
• Ability to coordinate with cross-functional teams
• Problem-solving and complaint resolution skills
• Basic knowledge of SAP or ERP systems

Educational Requirements

Mandatory:

Graduate degree in BA / BCom / BSc / BBA / BBM

Desirable:

Additional certifications in Customer Service, CRM, or Sales

Experience Requirements

2–3 years of relevant experience in customer service, sales administration, or order management. Prior experience handling customer communication and order processing is preferred.