POSITION SUMMARY : To manage and support assigned key accounts by delivering responsive customer service, coordinating order fulfilment, and working closely with internal teams to meet customer expectations and strengthen long-term relationships. MAIN DUTIES AND RESPONSIBILITIES TO BE ACCOMPLISHED : Key Account & Customer Service Management • Serve as the primary contact for assigned key accounts, ensuring prompt and professional responses to customer enquiries and requests • Build strong working relationships with customers by understanding their business needs, priorities, and service expectations • Handle customer concerns, complaints, and service issues with urgency, working across teams to achieve timely resolution • Provide accurate updates on order status, delivery schedules, and any supply constraints to maintain customer confidence • Support customer retention and satisfaction by delivering a high standard of service and consistent follow-through Order Coordination & Account Support • Process customer orders, order changes, and related documentation accurately and on time • Coordinate with planning, logistics, and manufacturing teams to support delivery commitments for key accounts • Monitor open orders, backlog, and shipment schedules, and proactively communicate any changes or risks to customers • Manage customer requirements such as forecast updates, sample requests, returns, and portal maintenance where applicable • Ensure data accuracy in ERP or customer systems to support seamless order tracking and reporting Cross-Functional Collaboration & Service Improvement • Work closely with Sales and Business Development teams to support account growth and customer engagement • Collaborate with internal stakeholders to resolve delivery, quality, pricing, or documentation issues affecting customers • Participate in customer reviews, internal service meetings, and continuous improvement initiatives to enhance the customer experience • Identify service gaps and re