Job Description

About the Role

The Service Executive, Client & Customer Experience is responsible for delivering high-quality, responsive customer engagement across the full client and customer journey, ensuring efficient issue resolution and continuous service improvement. This role plays a pivotal part in DKSH's service operations by combining structured problem-solving, cross-functional coordination, and data-driven insights to elevate the customer experience at every touchpoint.

What You Will Deliver

• Support the end-to-end customer journey by tracking fulfilment timelines, providing timely service status updates, and managing customization project orders across sales and service functions
• Deliver timely, personalized customer service across all interactions, handling inquiries and complaints with professionalism and applying structured problem-solving and service recovery approaches
• Escalate complex issues appropriately to ensure effective resolution, balancing customer needs with company policies and guidelines
• Build and maintain strong customer relationships to support long-term retention and loyalty
• Coordinate with internal teams on order processing and service transactions to ensure seamless and accurate delivery
• Ensure accurate order acknowledgement, Estimated Times of Arrival (ETAs), and invoicing including proforma and tax documentation
• Maintain accurate customer and service records, identifying upsell opportunities such as parts sales and contract renewals
• Update the team lead on inventory levels including key items and blanket orders to ensure stock availability and continuity
• Manage delivery documentation and coordinate delivery schedules for efficient and timely fulfilment
• Optimize logistics arrangements with shipping and supplier partners to support import and export and fulfilment activities
• Track parts availability and delivery timelines, communicating proactive updates to customers throughout
• Coordinate installation, Preventive Maintenance (PM), and calibration activities with the service team, optimizing service schedules and monitoring due dates to ensure timely completion
• Manage claims and exception handling for damaged cargo, escalations, and follow-up actions to resolution
• Alert the service team on expiring contracts to drive conversion to service sales and spare parts opportunities
• Ensure compliance with service standards, processes, and performance timelines across all service operations
• Administrative duties and coordination tasks as required

What You Bring

• Diploma in Business, Marketing, Communications, or a related discipline
• Minimum 3 years of relevant experience in customer service, service operations, or a related field
• Strong knowledge of Customer Experience (CX) principles and practices with a focus on service quality and customer satisfaction
• Business analytics and data reporting capabilities to support service performance monitoring and continuous improvement
• Understanding of service operations and process improvement methodologies
• Experience with Customer Relationship Management (CRM) or SAP systems is preferred
• Excellent written and verbal communication skills with the ability to engage professionally across customer and internal stakeholder interactions

Why Join DKSH

At DKSH, we help companies grow in Asia and enable people to perform at their best. You will be part of an organization that values accountability, collaboration, and long-term partnerships. We offer a dynamic environment where your contributions are visible and where you can build a meaningful career in Client & Customer Experience.

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