Position Overview:
We are seeking a dynamic and customer-focused individual to join our team as a Customer Service Executive specializing in Order Management. The successful candidate will play a pivotal role in ensuring a seamless order processing experience for our customers. The primary responsibility will be to manage and oversee the end-to-end order fulfilment process, ensuring accuracy, efficiency, and exceptional customer satisfaction.
Key Responsibilities:
1. Order Processing:
- Receive and review customer orders, ensuring accuracy and completeness.
- Input orders into the system accurately and in a timely manner.
- Coordinate with various departments to ensure order fulfilment within specified timelines.
- Lead and see-through end-to-end delivery process of orders (from arrangement of deliveries to delivery date)
- Handle returns enquiries and provide clear guidance to customers on return process.
- Handle all claim matters on defects and wrong pricings, etc.
2. Customer Communication:
- Communicate with customers regarding order status, delivery timelines, and any relevant updates.
- Handle customer inquiries and concerns professionally and efficiently.
- Provide proactive communication to customers regarding any potential delays or issues.
- Follow up to resolve any issues that arises.
3. Issue Resolution:
- Investigate and resolve order-related issues promptly and effectively.
- Collaborate with cross-functional teams to address any challenges in the order fulfilment process,
- To resolve feedback and address operation challenges.
- Proactively identify opportunities for process improvement to enhance overall customer satisfaction.
4. Documentation and Record Keeping:
- Maintain accurate and up-to-date records of customer orders, interactions, and resolutions.
- Prepare and maintain reports related to order processing metrics.
5. Collaboration:
- Work closely with the Sales, Warehouse, and Logistics teams to optimize order fulfilment processes.
- Collaborate with internal stakeholders to ensure alignment on customer expectations and delivery commitments.
- Foster a positive work environment.
Qualifications:
- Possess a Degree (Fresh graduate), Diploma or equivalent
- 5 years of proven experience in customer service, order management, or a related role.
- Excellent communication and interpersonal skills. Strong proficiency in written and spoken English.
- Strong organizational and multitasking abilities.
- Attention to detail and a commitment to accuracy.
- Problem-solving skills with a proactive and customer-centric approach.
- Proficiency in using order management systems and related software.
Preferred Skills:
- Familiarity with order processing systems.
- Prior experience in a fast-paced customer service environment.
- Knowledge of supply chain and logistics processes.
- Ability to adapt to changing priorities and thrive in a dynamic work environment.
