Customer Service Coordinator

1 week ago

Singapore WILLIAM GRANT & SONS SINGAPORE PTE. LTD. Full time

Role Purpose To ensure excellent customer service to internal and external customers to support the effective operation of the supply chain. Job Overview The Customer Service Coordinator is a pivotal role requiring a highly responsible individual dedicated to ensuring seamless end-to-end customer service and operational excellence. This role demands strong initiative to proactively solve problems and drive improvements, coupled with exceptional attention to detail necessary for documentation accuracy and compliance with company and regulatory standards. The Coordinator will serve as the primary liaison between customers, sales, and logistics partners, necessitating advanced stakeholder management skills. Responsibilities Cultivate and maintain strong, positive relationships with internal and external customers, consistently delivering an exceptional service experience. This includes proactive communication, timely and courteous responses, diligent problem-solving, and actively addressing feedback from customer surveys to drive continuous improvement. Accurately and efficiently process daily sales orders, meticulously ensuring all key customer attributes align with commercially agreed terms of sale within the ERP system. Take full responsibility for the precise and timely preparation of all necessary documentation, ensuring strict compliance with customs clearance requirements for seamless delivery. Proactively manage and analyze daily service reports, identifying trends and recommending initiatives for service improvement. Forge strong, collaborative partnerships with 3rd party logistics providers and global freight forwarding partners, taking ownership to ensure consistent on-time and in-full delivery. Demonstrate initiative in resolving any potential shipping delays or discrepancies by escalating issues promptly and proposing solutions. Superior written and verbal communication skills, with the ability to build consensus and sustain effective working relationships across diverse internal departments and external partners. Proactively identify operational gaps, conduct thorough root cause analysis, and take the initiative to lead and implement continuous business process improvements across customer service functions. Provide expert guidance and active support to cross-functional teams, driving collective efforts to consistently achieve and exceed On-Time-Delivery (OTD) KPI targets. Take responsibility for escalating critical issues promptly and collaborating on solutions. Be accountable for the meticulous maintenance of all customer service documents and records, ensuring an organized, accurate, and audit-ready filing system that fully complies with company policies and data protection regulations.

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