Responsibilities:
Order Management – 40% Order to Cash Management
Order Fulfilment – 40%
- Liaise with 3PL for all distribution activities that include create Outbound Documents (OBD), picking of inventory and arrange shipment
- Confirm product picking and picking list with 3PL and agree lead time for loading and delivery
- Execute orders as per confirmed commitment and advise customer on order status
- Escalation to 3PL for any non-conformances as per agreed service level
- Monitor shipments, investigate reasons of delay, Ensure delivery was completed and compliance to customs regulations
- Monitor documentation for shipment i.e. delivery note, and creation of Delivery order for Ex-Benoi & TH orders
- Monitor performance of 3PL proactively to avoid customer complaints for late delivery and claims
- Execute customer orders according to agreed service level.
- Actively resolve issues and ensure timely communication with customers.
- Prepare shipping documents for all SEA Intercompany direct shipment orders, that include commercial invoice; packing list & COA. Send/dispatch full set of documents to customers.
- Follow up with source for documentation & revision if any.
Complaint Handling – 10%
- Responsible for non-technical compliant handling process, including technical quality notification creation, follow up, feedback and compensation/return process
- Handling complaints and feedback from unsatisfied customers via phone or other communication tools in a professional and polite manner
- Responsible for system related complaint handling process
- Follow up with concerned parties: Sales Manager, Business Manager, Technical Managers and divers supply chain function
- Execute credit/debit notes based on written communication and approval
- Initiate refund request according to MAS (Master of Authority Schedule)
- Close complaint in the system.
Reporting – 5%
- Prepare and submit day-to-day operations and performance reports
- Issuing special reports & business PPT according to needs from CS manager.
- Perform data analysis, root cause findings.
Other Tasks – 5%
- Follow up, closing and clearing invoices with Finance.
- Communicate to customers in a polite and service oriented style
- Follow related policies and procedures
- Provide suggested solutions in case of operational interruptions and approve or escalate solution to CS Manager
- Comply with safety and sustainability requirements and highlight issues to stakeholders
Requirements:
- Bachelor’s Degree from an accredited university in Operations Management or Supply Chain Management or Logistics or Business Administrative.
- min 3 years in customer service, order fulfilment, logistics arrangement.
- SAP Proficiency of SD & LE modules.
- MS Office experience.
We regret to inform that only shortlisted candidates will be notified.
To apply, please visit www.gmprecruit.com and search for Job Reference: 23464
GMP Recruitment Services (S) Pte Ltd | EA Licence: 09C3051 | EA Personnel: Jackie Ng | Registration No: R22109024
