Customer Service Specialist

Singapore

Accountabilities

• Review and entry of Sales Orders into Oracle

• Manage and direct all Customer order holds/blocks to relevant parties for timely release

• Manual release (when necessary) of pick lists to 3PL for Customer orders

• Initiate returns and create RMA in Oracle

• Work with 3PL to ensure order fulfilment – on time in full (OTIF)

• Support Customer on documentation required for import for Customer orders

• Work with 3PL on documentation required for shipment booking and export for Customer orders

• Advice Customer on backorders and expected fulfilment timelines

• Weekly review of open orders on fulfilment and update scheduled ship dates (SSD) when necessary

• Support allocation for items on tight supply

• Create and update Customer Master

• Manage and direct customer complaints to relevant parties

• Liaise with Customer on order placement as per demand plan

• KPI performance management - measuring, monitoring and reporting Customer OTIF to key stakeholders

• Drive continuous improvement of order placement processes

Requirement

• Minimum 5 years in Customer Service operations managing Customers from different countries in Asia Pacific. Interaction with cross-functional teams and working with all levels of the management team.

• Diploma or higher in any field from accredited institution

• High level of computer literacy and proficiency in use of Microsoft Office applications, managing data.

• Experienced and good understanding of ERP software

• Verbal and written communication skills in English and Mandarin, maturity to deal with matters of confidentiality and sensitivity.

• Verbal and written communication skills in Korean is a plus.