Operations Executive (Customer Service)
The Operations Executive (Customer Service) is responsible for the execution and control of the full spectrum of customer support functions - customers’ order processing, delivery management and order management.
Responsibilities
1) Order Processing
- Perform shipment coordination for export orders with inter-companies and overseas customers.
- Acknowledge customer's order (if required), entering order into system, invoicing, establish the most cost effective and efficient delivery arrangements with the necessary documents (eg. Certificate of Analysis / Compliance and end user license etc).
- Rectify customer's feedback on ordering, billing, deliveries discrepancies, and complex problems which require independent action to correct and/or prevent.
- Manage sales team enquiries (such as stock availability) and customer delivery coordination of orders and follow-up.
2) Shipping Documentations
- Prepare shipping documents for export and drop shipment orders, include inter-company sales.
3) Customer Relationship Management
- Manage key accounts program with sales team, maintain the relationship with customers.
4) Compliance and Best Practices
- Update all relevant SOPs (new and/or existing) as assigned.
- Responsible for putting to effect work process improvements in accordance with SOP.
5) Reporting
- Monthly reporting (AR Aging above 90 days, KIV PO and Expiring Inventories within 6 & 9 Months for Follow Up Plan).
- Maintain an effective reporting system to ensure minimum error in operations and advocate cost-saving measures to maintain a lean management philosophy.
- Ensure KPIs meet accordingly for self and the team members.
6) Others
- To participate in digitalization transformation projects as assigned.
- To perform duties as and when assigned by the management.
Pre-requisites:
- Degree holder in Business Administration, Supply Chain Management, or other Business related discipline
- 3 years of experience in customer service-related roles.
- Relevant experience in a trading & distribution environment.
- A hands-on person with experience in Order Processing and Shipping Experience with Navision (ERP) will be an added advantage.
- Good proficiency in written and spoken English.
- Proficient in MS Office – Word, Excel, PowerPoint (V-Lookup, Pivot Table)
- Team player with the ability to work independently.
- Critical thinker with problem-solving skills and able to withstand pressure.
