Customer Service Executive

Job Purpose
The Customer Service Executive provides day-to-day customer service support for Mainetti's Hong Kong and China operations.
This role manages the customer journey from enquiry and quotation through order processing, delivery coordination and after-sales support. The position requires close collaboration with the Hong Kong/China Customer Service team and cross-functional teams including Sales, Sourcing, Production/PMC, Logistics, Quality and Finance.
Key Responsibilities
1. Customer Enquiries & Quotations
Handle customer enquiries, understand product requirements/specifications, quantities and requested lead times.
Coordinate with Sourcing, Production/PMC and relevant teams for costing and product information; prepare quotations and follow up with customers.
2. Product Development & Sample Coordination
Coordinate new product development, including product specifications, artwork, costing and sample preparation with Sourcing and relevant teams.
Arrange sample submissions, follow up on customer feedback/approval and coordinate new item code creation upon approval.
3. Order Processing & JDE Management
Receive and verify Purchase Orders, including product specifications, quantities, customer/ship-to information, delivery requirements and lead times.
Create, revise and manage Sales Orders in JDE, including conversion of MagNET orders where applicable.
Ensure order information is accurate and proactively follow up on order progress throughout the order lifecycle.
4. Delivery & Payment Coordination
Coordinate with Production/PMC, Sourcing, Logistics and other teams to ensure orders are fulfilled according to committed schedules.
Arrange shipping instructions, delivery schedules and relevant shipping documents for customers.
Follow up on applicable payment terms and coordinate with Finance, Sales and Logistics when required.
5. Customer Service & Complaint Handling
Serve as a key contact for customers regarding orders, deliveries, product enquiries and after-sales matters.
Handle customer complaints, collect supporting evidence and coordinate with Production/Quality teams for investigation.
Follow up on resolution and coordinate replacement orders or other corrective actions where applicable.