Customer Service Executive

Position Overview:

We are seeking a dynamic and customer-focused individual to join our team as a Customer Service Executive specializing in Order Management. The successful candidate will play a pivotal role in ensuring a seamless order processing experience for our customers. The primary responsibility will be to manage and oversee the end-to-end order fulfilment process, ensuring accuracy, efficiency, and exceptional customer satisfaction.

Key Responsibilities:

1. Order Processing:

1. Receive and review customer orders, ensuring accuracy and completeness.
2. Input orders into the system accurately and in a timely manner.
3. Coordinate with various departments to ensure order fulfilment within specified timelines.
4. Lead and see-through end-to-end delivery process of orders (from arrangement of deliveries to delivery date).
5. Handle returns enquiries and provide clear guidance to customers on return process.
6. Handle all claim matters on defects and wrong pricings, etc.

2. Customer Communication:

1. Communicate with customers regarding order status, delivery timelines, and any relevant updates.
2. Handle customer inquiries and concerns professionally and efficiently.
3. Provide proactive communication to customers regarding any potential delays or issues.
4. Follow up to resolve any issues that arise.

3. Issue Resolution:

1. Investigate and resolve order-related issues promptly and effectively.
2. Collaborate with cross-functional teams to address any challenges in the order fulfilment process.
3. Resolve feedback and address operational challenges.
4. Proactively identify opportunities for process improvement to enhance overall customer satisfaction.

4. Documentation and Record Keeping:

1. Maintain accurate and up-to-date records of customer orders, interactions, and resolutions.
2. Prepare and maintain reports related to order processing metrics.

5. Collaboration:

1. Work closely with the Sales, Warehouse, and Logistics teams to optimize order fulfilment processes.
2. Collaborate with internal stakeholders to ensure alignment on customer expectations and delivery commitments.
3. Foster a positive work environment.

Qualifications:

1. Possess a Diploma/Degree in any discipline.
2. 5 years of proven experience in customer service, order management, or a related role.
3. Excellent communication and interpersonal skills. Strong proficiency in written and spoken English.
4. Proficiency in Mandarin to serve Mandarin speaking customers.
5. Strong organizational and multitasking abilities.
6. Attention to detail and a commitment to accuracy.
7. Problem-solving skills with a proactive and customer-centric approach.
8. Proficiency in using order management systems and related software.

Preferred Skills:

1. Familiarity with order processing systems.
2. Prior experience in a fast-paced customer service environment.
3. Knowledge of supply chain and logistics processes.
4. Ability to adapt to changing priorities and thrive in a dynamic work environment.