Customer Service Rep

1 week ago


Singapore GMP Technologies Full time

Responsibilities:

  • Order Management - 40%Order to Cash Management
  • Order Fulfilment - 40%
  • Liaise with 3PL for all distribution activities that include create Outbound Documents (OBD), picking of inventory and arrange shipment
  • Confirm product picking and picking list with 3PL and agree lead time for loading and delivery
  • Execute orders as per confirmed commitment and advise customer on order status
  • Escalation to 3PL for any non-conformances as per agreed service level
  • Monitor shipments, investigate reasons of delay, Ensure delivery was completed and compliance to customs regulations
  • Monitor documentation for shipment i.e. delivery note, and creation of Delivery order for Ex-Benoi & TH orders
  • Monitor performance of 3PL proactively to avoid customer complaints for late delivery and claims
  • Execute customer orders according to agreed service level.
  • Actively resolve issues and ensure timely communication with customers.
  • Prepare shipping documents for all SEA Intercompany direct shipment orders, that include commercial invoice packing list & COA. Send/dispatch full set of documents to customers.
  • Follow up with source for documentation & revision if any
  • Complaint Handling - 10%
  • Responsible for non-technical compliant handling process, including technical quality notification creation, follow up, feedback and compensation/return process
  • Handling complaints and feedback from unsatisfied customers via phone or other communication tools in a professional and polite manner
  • Responsible for system related complaint handling process
  • Follow up with concerned parties: Sales Manager, Business Manager, Technical Managers and divers supply chain function
  • Execute credit/debit notes based on written communication and approval
  • Initiate refund request according to MAS (Master of Authority Schedule)
  • Close complaint in the system.
  • Reporting - 5%
  • Prepare and submit day-to-day operations and performance reports
  • Issuing special reports & business PPT according to needs from CS manager.
  • Perform data analysis, root cause findings.
  • Other Tasks - 5%
  • Follow up, closing and clearing invoices with Finance.
  • Communicate to customers in a polite and service oriented style
  • Follow related policies and procedures
  • Provide suggested solutions in case of operational interruptions and approve or escalate solution to CS Manager
  • Comply with safety and sustainability requirements and highlight issues to stakeholders

Requirements:

  • Bachelor's Degree from an accredited university in Operations Management or Supply Chain Management or Logistics or Business Administrative.
  • min 3 years in customer service, order fulfilment, logistics arrangement.
  • SAP Proficiency of SD & LE modules.
  • MS Office experience.

We regret to inform that only shortlisted candidates will be notified.

To apply, please visit www.gmprecruit.com and search for Job Reference: 23464

To learn more about this opportunity, please contact Jackie at

GMP Recruitment Services (S) Pte Ltd | EA Licence: 09C3051 | EA Personnel: Jackie Ng | Registration No: R22109024


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