Shipping Coordinator, Customer Service

Shipping Coordinator, Customer Service & Billing (Team Leader)
- Manage and creating the order and generating the pick slip from WMS or perform system transaction in customer’s system. SAP, Oracle etc.
- Ensure all the orders are shipped on time and transaction are being done correctly to meet the KPI.
- Ensure all orders are handover to warehouse for pick and pack.
- Liaise with internal teams (e.g., warehouse and traffic teams) to ship the orders out on time.
- Liaise with external teams (e.g., Forwarders, couriers).
- Perform daily shipment booking with the forwarders and preparing the AWB in courier services’ system.
- Ensure the information printed on the AWBs are declared correctly. (Shipper, Ship to, Value, Bill to account, Inco term etc.)
- Ensure the permits are booked timely and correctly.
- Follow up on internal and external customer’s request promptly to ensure all the orders are shipping on time.
- Maintain a good relationship with the customer.
- Prepare the necessary reports (daily activity, receiving and shipping) to be submitted to customer as per requirement.
- Follow up on internal and external customer’s request promptly.

Customer Service Leadership:

- Handle customer inquiries, concerns, and escalations promptly and professionally.
- Implement and maintain customer service standards, policies, and procedures.

Billing Management:

- Supervise billing activities, including billing and GST reports.
- Ensure accurate and timely billing, resolving any discrepancies or issues.
- Collaborate with the finance team to reconcile billing records and financial transactions.

Team Leadership:

- Provide guidance, training, and mentorship to the shipping coordination team.
- Foster a positive and collaborative team culture, encouraging teamwork and open communication.
- Monitor team performance, set targets, and conduct regular performance reviews.

Process Improvement:

- Identify opportunities for process improvement within shipping, customer service, and billing functions.
- Implement streamlined processes to enhance efficiency and reduce errors.
- Stay updated on industry best practices and implement relevant improvements.

Cross-Functional Collaboration:

- Collaborate with other departments such as warehousing, procurement, and sales to optimize overall operations.
- Participate in cross-functional meetings and initiatives to enhance collaboration and communication.

Reporting and Analysis:

- Generate regular reports on shipping, customer service, and billing metrics.
- Analyze data to identify trends, areas for improvement, and opportunities for cost savings.
- Present reports to senior management with actionable insights.

Compliance and Quality Assurance:

- Ensure compliance with shipping regulations, customer service standards, and billing accuracy.
- Implement quality assurance measures to maintain high service standards.
- Stay informed about changes in shipping laws, customer service trends, and billing regulations.

Problem Resolution:

- Handle escalated issues, resolve conflicts, and find solutions to challenges within the team or with customers.
- Implement preventive measures to address recurring problems and enhance overall service quality.

Training and Development:

- Conduct regular training sessions for the team to enhance their skills and knowledge.
- Support continuous learning and professional development opportunities for team members.

Performance Monitoring:

- Track and assess key performance indicators (KPIs) for shipping, customer service, and billing.
- Implement strategies to meet or exceed established performance targets.

REQUIREMENT:

- Required language(s): English - Read and written.
- At least 3 to 5 Years of working experience in the related field is required.
- Hardworking and independent.
- Team player and able to multi-task.
- With SAP experience.
- All times compliance to the safety and security protocol/SOP of Omni All In (Singapore) Pte. Ltd.

Optional:

- Operating of Material Handling Equipment (MHE) and ESD equipment if required (Internal or External training will be provided).
- Computer Literate - Proficiency in Microsoft Office e.g., Excel, etc.
- WMS, ORACLE (In-house Training provided)