Customer Service Officer

Support Sales team in response to customers’ RFQ during the absence.
- Review of contractual requirements between Company and customers.
- Prepares documentation, maintains records, and coordinates logistics for product shipment to customers, vendors and all facilities

**Order Management**:

- Support Sales team in response to customers’ RFQ during the absence.
- Review of contractual requirements between Company and customers.
- Facilitates specification review and quality claims related matters.
- Receives, processes and verifies the accuracy of orders from customers utilizing the organization’s internal SAP/mainframe systems and customer purchase orders.
- Initiates required action for response to customers’ requests for order changes, including the maintenance of order / customer information files and communicates changes to appropriate personnel / departments.
- Ensures the right materials reach customer at the right place, right time and right quantity.
- Compliances to internal controls and Audit requirements when processing orders

**Logistics Support**:

- Prepares documentation, maintains records, and coordinates logistics for product shipment to customers, vendors and all facilities
- Schedules and coordinates both Domestic and International freight forwarders transactions
- Prepares Shipping documents as well as completes shipping transactions in appropriate systems
- Coordinates Returned Material Authorization (RMA) process with customers and / or forwarders
- Audits waiting-to-ship list on a daily basis to ensure all invoicing is completed
- Provides freight rates to customers and / or Sales team
- Prepares documents and handles L/C negotiation
- Handles consignment billings and coordinate with Warehouse on end month stock take
- Processes insurance claims for damaged / pilferage cargoes
- Reviews and audit freight bills for billing accuracy and coordinate with Finance / Procurement for purpose of rebilling to customers or vendors
- Participates in transportation - related project teams
- Assists Sales team to achieve inventory reduction and inventory accuracy

**Secondary Duties**:

- Monitors and assigns work to Customer Service Officers
- Trains, explains tasks, troubleshooting and assists in solution of problems.
- Analyzes transactions, corrects records and adjust errors.
- Manages internal and external Audits.
- Participates in cross functional meetings / discussions.
- Handles SAP related activities.
- Participates and provides expertise as a member of the Customer Service departmental team in relation to system improvements and process re-engineering.
- Periodical review of freight charges with forwarders inclusive of FedEx / TNT
- Ensures freight forwarders are selected based on company objectives for cost and delivery
- Formally document new or changed procedures. Update of applicable standard operating procedures accordingly
- Effectively lead cross-functional root cause and corrective action to resolve shipping related issues
- Identifies training needs of new staffs and conduct training
- Ensures and provides quality service to both internal and external customers
- Cultivates and maintains on going customers’ relationships
- Documentation management inclusive of departmental records (paper & electronic)
- Provides backup to assigned tasks / internal teams
- Contributes to team effort by accomplishing related results as needed
- Performs other related duties as assigned by management

**Requirements**:

- Minimum Diploma / Degree
- Preferably minimum 3-4 year of customer service experience in Manufacturing industry
- Able to communicate with customers effectively
- Experience with SAP is preferred
- Proficiency in Microsoft Office
- Good Communication, Interpersonal skills, Problem-solving skill & Conflict Management
- Ability to work independently with minimum supervision

Job Code: SUST
EA License No.: 01C4394 (PERSOLKELLY SINGAPORE Pte Ltd)
EA Registration No. R1108254 (Tan Susan)

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