Customer Service Executive

Job Description:

Job Purpose/Overview

• This role is responsible for all types of ordering processing, customer complaint handling, and other customer service-related activities.
• This role manages customer needs including attending and responding to incoming calls and enquiries, provide recommendation and influence potential customer to gain brand conversion and handling issue with regards to payment and invoicing, to ensure high level of customer satisfaction.

Key Responsibilities

• Handling all types of order through different devices:OMS(Ordering Management System), telephone, fax, Wechat, Website and other sources.
• Process sales and invoices so that customer orders are dispatched, invoiced, paid accurately and on time.
• Answer internal enquiries and customer enquiries on product availability, prices, delivery times, and status of orders so that enquiries are dealt with promptly and accurately to drive customer satisfaction.
• Coordinate with Sales and 3PL for all operation issues to ensure on-time delivery of daily orders.
• Participate in supply chain innovative projects to support business growth and operation efficiency.
• Perform CS-related report/analysis to identify focus areas for continuous improvement.
• Mange the master data creation and for Customer Master and Item Master.

Context & Scope

Key Relationship:

Reports to: Customer Service Manager

Peers: Market Supply Chain Team

Direct Reports: N/A

Other key relationships:

• The role will be part of customer service team under Market Supply Chain Head. This role will be the day-to-day contact person of supply chain function to communicate with Sales and Customers
• The role will collaborate with internal stakeholders (Demand, S&F, CA teams) to deliver customer service-related tasks and requests.