Customer Service Officer
1 month ago
The Customer Service Officer is responsible for order processing, export custom clearance, fulfilment tasks, reverse logistics, and analyses customer’s needs to improve customer relationships and experience for the assigned markets. He/she will also support the implementation of business process improvement solutions to ensure customer service operations are effective, manage stakeholders’ requirements for customer service/order fulfilment related matters and responding to customers' requests and queries in a timely and effective manner.
Role ResponsibilitiesOrder Processing/Fulfilment
- Proactively manage all OTC processes – sales order entry verification, order fulfillment and tracking. Answer order-related questions from internal and external customers in a timely manner.
- Manage invoicing as well as commercial disputes. Work closely with finance and accounting to help resolve any order-related burning issues.
- Assume accountability & responsibility in OTC process, based on defined KPIs. Participation in process improvement initiatives.
Operational Efficiency and Optimization
- Ensure total logistics cost below or within budget.
- Manage & ensuring 3PL is achieving in meeting the organization’s objectives & goals.
Compliance
- Demonstrate sound knowledge and understanding of delivery/shipping documentation, generating all required documents accurately and to agreed timelines (including letters of credit, bills of exchange, certificates, and brand registrations).
Collaboration/Connectivity
- Effectively manage relationships with customers and commercial team by ensuring regular dialogue and conducting reviews with market contacts, assisting them to resolve issues locally.
- Diploma in Business, Logistics, Supply Chain or equivalent qualification with at least 1~2 years of relevant working experience in logistic, order fulfilment management.
- Proficient in written and spoken English. Knowledge of Mandarin to communicate with Mandarin-speaking countries will be an added advantage.
- Proficiency in Microsoft Office and possess good working experience & knowledge in SAP OTC & SCM. Knowledge of Power BI will be an add advantage.
- Independent self-starter and possess a service-oriented mindset.
- Demonstrate the ability to engage and influence cross-functional teams.
- Able to adapt to change in a highly dynamic, fast-paced and ambiguous environments while prioritizing workload efficiently and meet deadlines; with a proven ability to work independently and consistently meet deliverables in a self-directed manner with minimal supervision.
- Seeks for continuous improvement by challenging status quo such as current systems and processes to identify short- and long-term improvement opportunities.
- Able to tackle complex and ambiguous problems, provide clarity of thought, and deliver results.
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