Client Services Officer at Karishma CDK Limited

We are seeking a proactive and customer-focused Client Services Officer to manage and support client relationships  throughout the enquiry, quotation, order fulfilment, and after-sales process. The Client Services Officer will be responsible for  responding to customer enquiries, preparing quotations, following up with clients, coordinating orders internally, and ensuring a smooth and professional customer experience. The ideal candidate will have strong communication skills, commercial 
awareness, and excellent coordination abilities.

Responsibilities

• Serve as the primary point of contact for clients, responding to enquiries received via phone, email, or other official  channels.
• Prepare and issue customer quotations in line with approved pricing structures, terms, and company policies.
• Proactively follow up on quotations and client enquiries, providing clarifications and updates as required.
• Advise customers on approved price changes, promotions, or revisions, ensuring clear and timely communication.
• Receive, process, and coordinate confirmed customer orders accurately, ensuring alignment with pricing, product  specifications, and delivery timelines.
• Liaise with internal departments including Sales, Production, Logistics, and Accounts to ensure timely and accurate order fulfilment.
• Track orders and deliveries, proactively updating clients on order status, delays, or changes.
• Handle customer complaints, concerns, and service issues professionally, ensuring timely resolution and escalation  where necessary.
• Maintain accurate and up-to-date customer records, quotations, order histories, and communication logs.
• Support the sales team by providing quotation data, order confirmations, delivery schedules, and post-sales follow ups.
• Ensure compliance with company pricing policies, approval limits, and customer terms when dealing with clients.
• Assist in preparing customer-related reports, including enquiry volumes, quotation follow-ups, delivery issues, and service performance metrics.
• Build and maintain strong client relationships to promote customer satisfaction, retention, and repeat business.
• Stay updated with changes in customer service best practices, and recommend process improvements when necessary.

Competencies

• Proven work experience as a Client Services Officer, or in a similar customer-facing and commercial coordination role.
• Strong communication and interpersonal skills, with the ability to engage clients professionally.
• Good commercial awareness, including pricing, quotations, and customer terms.
• Excellent organizational and time management skills, with keen attention to detail.
• Ability to coordinate across multiple departments and manage multiple client requests simultaneously.
• Problem-solving skills with a customer-focused mindset.
• Ability to remain calm and professional when handling complaints or high-pressure situations.
• Ability to work independently, prioritize tasks, and meet deadlines.
• Proficiency in Microsoft 365 (Outlook, Excel, Word, Teams) and ERP systems such as Dynamics 365.
• Integrity and discretion in handling sensitive customer and pricing information.
• Bachelor’s degree in Business Administration, Marketing, or a related field preferred, but not mandatory.

Reporting Relationships

• Reports to: Client Experience Coordinator
• Key Collaborations: Sales, Production, Logistics, and Accounts

Interactions

• Internal: Sales, Production, Logistics, and Accounts
• External: Clients, Distributors, and Transport Companies

Benefits

• Health insurance.
• 14 days block leave and 7 days flexible leave.
• Year-end benefits including 13th month salary and gifts.
• Performance bonuses.
• These are subject to company policies and are not looked at on a case by case basis.