RESPONSIBILITIES:
- Ensure order fulfillment accuracy to enhance customer satisfaction and minimize costs by processing first-time-right orders. This includes processing new orders in SAP, selecting service providers within agreed allocations with the company, and nominating transporters.
- Manage orders in a timely manner to meet customer satisfaction targets and reduce costs through accurate order processing. Monitor shipments, investigate delays, handle claims (e.g., detentions, demurrage, damages), process customer complaints, manage customer-related payments (e.g., invoices, credit notes, debit notes), maintain customer relationships, and coordinate daily work with third-party logistics service providers (3PLs). Provide support to the Manager as needed.
- Handle non-technical complaints professionally and politely, including creating non-technical quality notifications, following up with customers, providing feedback, and managing compensation processes via phone or other communication tools.
- Generate accurate reports and analyses related to order status and performance, as well as customer service KPIs. Drive performance improvements to meet targeted KPIs.
- Actively seek opportunities to improve the Order to Cash (OTC) process, participate in Sales and Operations Plan Meetings, resolve customer and order data quality issues in the system, propose solutions for operational interruptions, and either approve or escalate solutions to the manager. Provide support for projects.
REQUIREMENTS:
- Diploma / Degree in Supply Chain Management / Logistics / Business Administration.
- Minimum 3-5 years of related experience in customer service, logistics, or a similar function.
- Strong analytical, problem-solving, negotiating, and client management skills.
Job code: LONC
EA Reg No.: R1766561 (Chua Long Wee, Andy)
EA License No.: 01C4394 (PERSOLKELLY SINGAPORE Pte Ltd)
We regret that only shortlisted candidates will be notified.
By sending us your personal data and curriculum vitae (CV), you are deemed to consent to PERSOLKELLY Singapore Pte Ltd and its affiliates collecting, using and disclosing my personal data for the purposes set out in the Privacy Policy which is available at https://www.persolkelly.com.sg/policies. I also acknowledge that I have read, understood, and agree to the said Privacy Policy.
