Customer Service & Order Management Executive

About the RoleWe are looking for a proactive and customer-focused Customer Service & Order Management Executive to support customers across the Middle East, Africa and India.The role combines customer service, order management, sales support and customer coordination. The successful candidate will manage customer enquiries, process and follow up on orders, coordinate internally with relevant teams, support payment follow-ups and ensure a seamless customer experience from enquiry through order completion.The original role specifically covers customers across the Middle East, Africa and India.Key ResponsibilitiesHandle customer enquiries through phone, email and chat.Provide professional product and service support.Manage and follow up customer enquiries through the ERP system.Process and coordinate Purchase Orders and Sales Orders accurately.Provide customers with timely updates throughout the order lifecycle.Coordinate internally to resolve order and customer-related issues.Follow up on customer payments and related queries.Build and maintain strong customer relationships.Support customer onboarding and new account coordination.Identify opportunities for upselling and cross-selling.Support the sales team with lead and prospect follow-ups.Communicate campaigns and new products to customers.Maintain customer service KPIs and performance standards.Capture customer feedback and support continuous service improvements.The sales component is clearly part of the position: the employee is expected to identify upselling/cross-selling opportunities and work with Sales on leads and prospects.RequirementsPrevious experience in Customer Service, Order Management, Sales Support, Customer Operations or a similar role.Experience handling customer orders from enquiry through completion.Good understanding of Sales Orders, Purchase Orders and payment follow-ups.Experience using ERP/CRM systems.Microsoft Dynamics 365 F&O / Axapta experience would be highly preferred.Strong Microsoft Office and general IT skills.Excellent verbal and written English communication.Strong customer-handling and problem-solving skills.Ability to multitask and work independently.Strong attention to detail and accuracy.Experience in trading, distribution, FMCG, retail, e-commerce or similar customer/order-driven environments would be advantageous.