Customer Service Coordinator

This position is responsible for the receiving and processing of customer orders and the management of those same orders until completion. This covers orders received by e-business, mail, telephone, EDI, fax and also includes dispute resolution. This role also requires the incumbent to support the team manager in leading and managing the Customer Service team.

Provide general support and assistance to all external customers, MSA Business Development Managers, Regional Sales Managers, Territory Account Managers and all MSA departments.

Sales Support Task:

1. Handle customer queries, feedbacks and other general correspondence including checking stock availability and preparing quotation.
2. Provide technical knowledge, pricing and stock information.

Order Processing Task:

1. Receiving and processing of customer orders for HK/TW and the management of those same orders until completion. Minimum order processing accuracy at 98% of all orders received each day.
2. Liaise with Supply Chain department on export clearances for Sales Orders.
3. Monitor and follow-up on inventory and provide accurate and timely advise to customer on the delivery/indent status for unfulfilled Sales Order.
4. Maintain active communication and engagement with supporting functions to ensure that orders are processed and delivered promptly.

Internal Coordination Task:

1. Manage loading of customer specific pricing. Load updated pricing against distributors in line with annual price review in January each year. Load updated pricing for major contracts with price reviews based on agree escalation formula.
2. Perform other duties as assigned by the reporting Manager such as generating reports (Sales Report, Backlog Orders, Team Performance), participate in company activities/events and supporting other functions as and when a need arises.
3. Perform / Initiate process improvement mini projects

Specific Accountabilities:

1. Providing customer with problem solution and follow-up.
2. Investigate and process customer for credit and stock returns.
3. On-going development of personal product knowledge, MSA departmental process and procedures.
4. Perform duties in accordance to with MSA procedures and ensure compliance with relevant acts, regulations, policies imposed.
5. At all times maintain the highest ethical standards, in line with MSA Corporate Ethics Policies.