Job:
- Manage order hotlines by ensuring calls are answered promptly and minimize abandon calls especially during peak hours. Ensure achievement of departmental service level at all times.
- Ensure timely and accurate processing of orders received through the order hotline.
- Ensure procedures for processing of item with sales restrictions, order that require price approval and other principal specified requirement are strictly adhered to.
- Co-ordinate the flow of information between customers, principals, warehouse and delivery team concerning status of orders/ delivery arrangements and wrong orders.
- Ensure that critical information regarding urgent delivery, special timing request are communicated and follow up with the delivery section till completion of delivery.
- Assist in the processing of orders from other sources eg Fax, sales order or Electronic orders when required.
- Responsible for collection of information and timely log in of feedback in the CRM system.
- Verify and analyse information provided. Resolve issues on the spot whenever possible, otherwise assign task to relevant departments for resolution or rectification of feedback.
- Ensure timely feedback of all problems and issues from customers and principals.
- Provide admin support when necessary. E.g. Filing, data entry, retrieval of documents, etc or any other duties assigned.
- Ensure strict adherence and compliance to ISO procedures.
- Any other tasks that may be assigned.
Requirements:
- Minimum ITE or equivalent
- Min 2 years relevant experience in logistics operations or customer service role preferred
- IT literate with proficiency in Microsoft Office applications
- Good verbal and written communication skills
- Good interpersonal skills and meticulous in handling assigned tasks
- Customer service related experience
