Executive - Distributor Service

About the Role

As a Customer Service Executive – Distributor Service, you will be the primary point of contact for assigned distributors, ensuring seamless order-to-cash execution and delivering exceptional customer service. You will collaborate with cross-functional teams to ensure timely order fulfilment, resolve customer issues, and continuously improve the customer experience.

Key Responsibilities

• Manage end-to-end distributor order processing, ensuring accurate and timely order fulfilment.
• Act as the primary contact for assigned distributors, handling enquiries, order requests, and service-related issues.
• Coordinate with Sales, Planning, Warehouse, Logistics, Finance, and Supply Chain teams to ensure seamless order execution.
• Resolve customer requests, queries, and complaints while maintaining strong distributor relationships.
• Monitor service performance against KPIs and SLAs, identifying opportunities to improve customer satisfaction.
• Prepare operational reports and analyse service trends to support business decisions.
• Drive continuous improvement initiatives to enhance customer service processes and operational efficiency.
• Ensure compliance with company policies, operational procedures, and data accuracy standards.

Requirements

• Bachelor's Degree in Business Administration, Supply Chain Management, Logistics, Customer Service, Commerce, Marketing, or a related field.
• Minimum 2–5 years of experience in Customer Service, Distributor Service, Supply Chain, Logistics, Sales Administration, or related functions.
• Experience managing distributor relationships and resolving customer enquiries, requests, and complaints.
• Strong stakeholder management skills with the ability to collaborate across cross-functional teams.
• Proficiency in ERP systems (preferably SAP), Microsoft Excel, Power BI, and Microsoft Office applications.
• Strong analytical, communication, problem-solving, and organisational skills with a customer-centric mindset.
• Ability to manage multiple priorities in a fast-paced environment while meeting service level agreements (SLAs).
• Experience in FMCG, beverage, manufacturing, pharmaceutical, or distribution industries is an advantage.