Senior Customer Service Executive

• Order Management & Processing Accuracy: Processed customer orders accurately across both North and South regions, ensuring timely coordination with internal stakeholders. • Order & Inventory Monitoring: Monitored order status, inventory availability, and fulfillment progress to minimize operational disruptions. • Fulfillment Execution: Ensured timely and accurate delivery fulfillment aligned with customer requirements and service expectations. • Receivables Coordination: Coordinated with Accounting to monitor customer receivables and ensure payment clearance before order release. • Import & ETA Tracking: Collaborated with the Import team to track ETA & ETD, proactively communicating expected delivery schedules to the Sales team and customers to support urgent order fulfillments. • Export & Drop-shipment Operations: Processed domestic on-spot and overseas export orders, including drop-shipment containers direct from port to customers and related shipping documentation. • Peak Season Procurement Support: Supported the Import team during peak seasons by processing purchase orders and coordinating with suppliers on order confirmations, delivery schedules, and shipping documentation. • Sales & Account Support: Assisted the Sales team with creating new customer accounts in the system as well as reviewing customer payment terms. • Compliance & Contract Administration: Supervised the preparation and control of sales contracts, framework agreements, and chemical compliance documentation, ensuring adherence to company policies. • Demand Planning & Inventory Control: Monitored and collected historical data and demand forecasts to inform the Purchasing team for timely Purchase Order (PO) creation. • Inventory Level Management: Monitored inventory levels to ensure stock availability while minimizing overstock and stock shortage risks. • Inter-warehouse Transfers: Responsible for internal transfer stock between North and South warehouses to manage inventory shortages and imbalances. • Workflow Bottleneck Reduction: Improved cross-functional coordination between Sales, Warehouse, Finance, Logistics, and transport to help reduce delivery bottlenecks. • Stock Reconciliation & Audits: Coordinated quarterly physical inventory counts and reconciled stock data between physical inventory and Navision ERP system. • Logistics Cost Reconciliation: Reconciled monthly logistics costs, including transportation, warehouse rental, and service charges with relevant departments. • Financial & Billing Documentation: Collected and submitted delivery notes, shipping documents, and logistics invoices to the Accounting department for payment processing. • Audit Process Support: Coordinated with the accounting team during audit processes by providing required documentation and records. • Team Onboarding & Coaching: Delivered onboarding and training sessions for new employees on operational processes, best practices, and system workflows.

Customer Care Senior

• Order Management & SAP Data Accuracy: Processed customer orders accurately in SAP, managing customer data, master records, and vendor codes to maintain system integrity. • Logistics & Delivery Coordination: Coordinated delivery schedules and resolved delivery and operational issues directly with driver, warehouse, and logistics teams. • Customer Satisfaction & Feedback: Conducted phone surveys and customer visits to understand expectations, measure satisfaction, and improve service levels. • Sales Reporting: Generated monthly sales reports for internal management and external stakeholders. • Purchase Orders & Supplier Coordination: Processed POs accurately, follow up on goods arrival/unloading, and coordinated with suppliers regarding confirmations, delivery schedules, and technical documentation (PI, COA, MSDS, packing list). • Sample Management & Expiry Control: Managed inbound/outbound sample processes for sales and customers; monitored and cleared expired/damaged samples on a quarterly basis. • Shipping Documentation: Prepared and verified shipping documentation including Bill of Lading, Shipping Instructions (SI), and Debit/Credit Notes. • Inventory & Audit Reconciliation: Analyzed historical demand forecasts to inform purchasing, monitored stock levels, and led quarterly physical counts reconciled against SAP. Honors & Awards at Maha: • The Top Score of Diamonds of All Group (2022) • Excellent Individual Reward (2022)

• Excellent Individual Reward