Customer Service

Career Opportunity for a CUSTOMER SERVICE

Main responsibility is to ensure a smooth process and flow of product deliveries to our customers by working closely with all departments. The candidate is expected to lead and work well with inter-departments such as production and procurement for planning execution to ensure alignment in customer service initiatives and address customer needs effectively. The candidate will need to manage and escalate customer inquiries or complaints, resolving issues promptly and effectively to ensure customer satisfaction and retention for the customer service department.

The candidate must lead and process customer orders accurately and efficiently, ensuring adherence to established protocols and delivery timelines. Coordinate with the warehouse and production departments to prioritize and fulfill orders based on inventory availability and shipment requirements. Resolve order discrepancies or issues promptly and effectively, ensuring customer satisfaction.

The ideal candidate will contribute towards achieving the organization’s goal of excellence and advancement, possess the ability to communicate effectively, and be dedicated and passionate with a positive attitude to inspire and create followers. If you possess strong analytical abilities, creativity, and confidence, we want you.

Responsibilities:

• Own customer service sales order processing and returns on customer web portals as required.
• Be fully responsible and liaise with customers on order forecasts for the customer service department.
• Lead, coordinate, and expedite to ensure product deliveries are met by working closely with the production and procurement teams.
• Liaise with forwarding agents on shipment deliveries.
• Drive and maintain good rapport with customers by working closely with Sales teams on aligning customer requirements and long-term goals/strategies.
• Review and achieve agreed KPIs for the customer service department.
• Analyze and understand sales data ordering patterns to ensure that sales orders/forecasts are accurate with no surprises.
• Perform other ad-hoc duties as assigned by plant management.

Requirements:

• Minimum GCE 'N'/'O' Level. Candidates with a diploma or degree will have an advantage.
• Minimum of 5 years of relevant working experience in customer-related roles.
• Hands-on experience in order processing, planning, and customer service.
• Team player with the ability to lead, coach, and drive improvement for the customer service department.
• Familiarity with SAP system and Microsoft Office.
• Critical thinker with problem-solving skills and able to withstand pressure.
• Able to start work on short notice/immediately will be advantageous.
• Fluent in communication.