Customer Experience Coordinator

3 weeks ago


Singapore QSC Full time

Overview

The Customer Experience Coordinator role at QSC is a high-impact position that requires excellent customer service skills and the ability to manage orders efficiently. Located in Singapore, this individual will be responsible for processing finished goods and spare parts orders from QSC's international partners, coordinating shipments with logistics teams, and ensuring timely delivery of products.

Key Responsibilities

  1. This position involves regular communication with key partners, service partners, Sales Operations, and Technical Services groups in Costa Mesa, California, and Hong Kong.
  2. Daily tasks include processing received orders, verifying stock availability in local and regional warehouses, booking orders in Oracle, and coordinating shipment details with logistics teams.
  3. The successful candidate must effectively manage backlogs to ensure accurate month-end shipment revenue and work collaboratively with Credit Department, Sales, and Distributors/Clients to secure timely payment and shipping instructions.
  4. Collaboration with local warehouses is essential to maintain accurate inventory levels and support demand for finished goods and spare parts. The individual may also process advance replacements as needed.
  5. Evaluating minimum and maximum stocking levels based on sales data and recommending adjustments as business needs change is a crucial aspect of this role.
  6. Strong communication skills are necessary to provide solutions and respond to customer inquiries in a timely manner. Targeting same-day replies and order acknowledgments is essential.
  7. Collaboration with Sales and Service Teams to deliver exceptional customer service through consolidated shipments, commercial invoices, and other services is vital.
  8. Understanding export shipping requirements and working closely with Logistics to facilitate seamless shipping documentation and airway bill processes are essential responsibilities.
  9. Maintaining a professional image through effective communication, organization, and personal appearance is a critical aspect of this role.
  10. Learning, developing, updating, and training Oracle Discoverer reports and processes used by the Customer Care Team are ongoing responsibilities.

Requirements

  1. A bachelor's degree or three years of customer service experience is preferred.
  2. Experience with Order Processing, Oracle, and Salesforce is beneficial.
  3. Knowledge of the FMCG industry is advantageous.
  4. Familiarity with Microsoft Office (Word, Excel, Outlook) is essential.
  5. Excellent phone and customer service skills are required.
  6. Well-developed oral and written communication skills are necessary.
  7. Solid organizational and time management skills are essential.
  8. Effective interpersonal skills to collaborate and work with colleagues within the company are necessary.

Salary Information

We offer a competitive salary range of approximately $45,000 to $60,000 per annum, depending on qualifications and experience, plus benefits and opportunities for career growth.



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