Customer Service Executives (Letter of Credit / OTC) - SS10

THE SUPREME HR ADVISORY PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A recruitment agency in Singapore is seeking a Customer Service Executive to manage the end-to-end Order-to-Cash process. The role focuses on accurate order handling, customer coordination, and supporting the Customer Service Manager in operational efficiency. Candidates should have 2-3 years of experience in order management and knowledge of SAP systems, alongside proficiency in Microsoft Excel. This position offers a contract of 12 months with potential for renewal.

Qualifications

• 2-3 years of experience in regional order management or OTC.
• Experience with Letters of Credit and bank submission.
• Knowledge of Incoterms such as Ex-Works, FOB, etc.

Responsibilities

• Oversee the full Order-to-Cash cycle for accuracy and compliance.
• Manage order fulfillment activities with 3PL partners.
• Conduct root-cause analysis for customer complaints.

Skills

Order management experience

Payment terms knowledge

SAP ECC/SAP S/4HANA experience

Microsoft Excel proficiency

Job description

• Job Tittle: Customer Service Executive (12 months Contract, with potential for renewal)
• Working Days: Monday – Friday
• Working Hours: 8:30am – 5:30pm
• Location: Harbourfront
• Salary Range: $3,000 – $4,500

JOB SUMMARY

The Customer Service Executive manages the end-to-end Order-to-Cash (OTC) process, ensuring accurate order handling, timely fulfillment, and effective coordination with customers and service providers. The role supports the Customer Service Manager in operational efficiency, data accuracy, KPI monitoring, and process standardization across regional and global initiatives.

DUTIES AND RESPONSIBILITIES

• Oversee the full OTC cycle, ensuring accuracy, efficiency, and compliance with internal requirements.
• Manage order fulfillment activities, including customer master data collection, FEFO or origin-based inventory allocation, coordination with 3PL partners, shipment monitoring, and shipping documentation for customers and banks.
• Work with Finance and Sales teams to track and follow up on customer payment status.
• Conduct root-cause analysis for delays or customer complaints and prepare improvement plans.
• Coordinate with relevant parties such as customers, banks, forwarders, and external service providers.
• Support the Customer Service Manager in enhancing customer service processes to achieve business targets, improve order accuracy, and reduce operational costs.
• Monitor and achieve assigned KPIs (e.g., on-time shipments, credit monitoring, payment timeliness, corrective action closure, customer satisfaction).
• Carry out tasks aligned with business objectives, operational strategy, and team goals.
• Participate in initiatives aimed at cost optimization and customer experience improvement.
• Support implementation of new strategies, contribute to regional CS projects, and strengthen governance processes.
• Participate in updating and maintaining Business Contingency Plans (BCPs).
• Review the performance of 3rd-party service providers (e.g., freight forwarders), including target setting and monitoring.
• Contribute to continuous improvement efforts, process transformation projects, and large-scale OTC initiatives.

JOB REQUIREMENTS

• Approximately 2 - 3 years of regional order management or OTC experience.
• Experience managing Letters of Credit (LC) and bank submission requirements.
• Knowledge of payment terms including open terms, D/P, D/A, and T/T.
• Experience using SAP ECC (R3) or SAP S/4HANA.
• Understanding of Incoterms such as Ex-Works, FOB, FCA, CFR, CIF, and DAP.
• Proficiency in Microsoft Excel (formulas, charts, pivot tables, lookup functions).