Customer Service Support

Job Purpose

An active team member responsible for contributing to the company’s customer service function, ensuring excellent customer experience, smooth order management, and strong collaboration with internal teams.

Key Responsibilities

• Manage customer enquiries proactively and provide timely, competitive quotations in collaboration with the sales team.
• Drive improvement in conversion rates from enquiry to order.
• Prepare and continuously enhance sales process templates, from enquiry to order and beyond.
• Ensure all orders meet customer requirements and specifications.
• Follow up with customers on orders to gather feedback and maintain strong relationships.
• Address and resolve customer complaints in a professional and timely manner.
• Monitor, track, and report on customer satisfaction and complaint trends.
• Liaise with the Assistant Production Manager and Supply Chain Executive on production planning.
• Coordinate closely with QAQC, Lab, Production, and Supply Chain (raw materials and additives) teams to ensure smooth processes.
• Support special projects or assignments as directed by the CEO.

Requirements

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