Position Overview:
This position act as a single point of contact for customer, to assists customer with all the inquiries related to product and services. Manage entire order processing from end-to-end, handle customer complaint & product return. Ensure we are always meet/exceed customer's expectation.
Accountable For:
· Process all the customer's Purchase Order in QAD (Laerdal's ERP system) within 24hr.
· Issue Purchase Order to supplier (DCAP or 3rd Party Supplier) on weekly basis.
· Follow-up/Expedite goods delivery with supplier, to ensure On Time Delivery for all open Sales Orders.
· Provide weekly update Open Sales Orders to customers/distributors.
· Ensure we always achieve KPI target above 95%, Service Level in SalesForce.com.
Responsibilities:
· First point of contact to support customer.
· Provide quality customer service via phone or email.
· Answer customer’s inquiries efficiently, provide feedback and escalate the issue to respective team for next follow-up action.
· Always process customer's Purchase Order (PO) in a timely manner, send order confirmation within 24hr upon receipt.
· Generate quotation in SFDC, upon request by customer/sales team.
· Expedite deliveries to ensure smooth and efficient order cycle to meet customer's expectation.
· Update customer immediately if shipment delay
· Monitor goods release to courier, follow up on Proof of Delivery (POD) to ensure goods successfully delivered to customer.
· Follow up closely with DCAP and 3rd party supplier on Goods Delivery Status
· Expedite deliveries to ensure smooth and efficient order cycle to meet customer's expectation.
· Perform goods receipt and stock allocation in ERP system upon incoming shipment.
· Liaise with 3rd Party Logistic company on Incoming Shipment, preparing upload document for 3PL
· Liaise with customer and 3PL for outbound delivery.
· Perform inventory reconciliation with 3PL (bi-weekly), to ensure both system is always aligned.
· Provide Weekly Open Sales Orders Report, to provide update and follow up the needful action with respective team.
· Follow up payment with customer, especially for those order with "Prepay" term prior delivery arrangement.
· Inform Finance upon payment receipt, for credit hold release, and to knock-off payment in QAD.
· Ensure all the sales/shipping documents are maintained in shared folder (Quotation, Proforma, Order Confirmation, Picklist, DO, Invoice, SR, POD).
Other Information:
Working Location: Near Tai Seng MRT
Working Hours: 5 days work week, 8:30am to 5:30pm.
Please send in CV to [email protected]
