POSITION SUMMARY :
To manage and support assigned key accounts by delivering responsive customer service, coordinating order fulfilment, and working closely with internal teams to meet customer expectations and strengthen long-term relationships.
MAIN DUTIES AND RESPONSIBILITIES TO BE ACCOMPLISHED :
Key Account & Customer Service Management
• Serve as the primary contact for assigned key accounts, ensuring prompt and professional responses to customer enquiries and requests
• Build strong working relationships with customers by understanding their business needs, priorities, and service expectations
• Handle customer concerns, complaints, and service issues with urgency, working across teams to achieve timely resolution
• Provide accurate updates on order status, delivery schedules, and any supply constraints to maintain customer confidence
• Support customer retention and satisfaction by delivering a high standard of service and consistent follow-through
Order Coordination & Account Support
• Process customer orders, order changes, and related documentation accurately and on time
• Coordinate with planning, logistics, and manufacturing teams to support delivery commitments for key accounts
• Monitor open orders, backlog, and shipment schedules, and proactively communicate any changes or risks to customers
• Manage customer requirements such as forecast updates, sample requests, returns, and portal maintenance where applicable
• Ensure data accuracy in ERP or customer systems to support seamless order tracking and reporting
Cross-Functional Collaboration & Service Improvement
• Work closely with Sales and Business Development teams to support account growth and customer engagement
• Collaborate with internal stakeholders to resolve delivery, quality, pricing, or documentation issues affecting customers
• Participate in customer reviews, internal service meetings, and continuous improvement initiatives to enhance the customer experience
• Identify service gaps and recommend process improvements to improve responsiveness, accuracy, and efficiency
Process Optimization & Administrative Support
• Maintain accurate customer records, account documentation, and service-related reports
• Support ad-hoc customer service, account coordination, and departmental projects as assigned by the Manager
INTER BU / SBG LIAISONS (Responsibility for transversal activities or cross departmental line : projects, programs, etc.)
1. Liaise with Sales, Planning, and Manufacturing teams to support order fulfilment and customer commitments.
2. Coordinate with Logistics to ensure timely deliveries and shipment updates for customers.
3. Work with Finance on billing, credit, and account-related discrepancies impacting customer service.
4. Collaborate with IT/IS on customer-specific system or portal requirements, including EDI and reporting needs.
EDUCATION (Qualifications obtained in the course of formal education and/or training)
Diploma or Degree Holders.
EXPERIENCE & KNOWLEDGE REQUIRED:
At least 3 years of experience in customer service, key account support, order management, or sales support, preferably in the electronics or manufacturing industry. Experience managing customer relationships and coordinating across functions will be an advantage.
Familiarity with ERP/CRM systems, preferably QAD or similar applications, and proficiency in Microsoft Excel, Word, and customer portal tools.
Working hours:
Mon to Fri, 8:30am to 5:30pm
