Customer Service Specialist
Job Responsibilities:
- Key focal point in coordinating customer’s logistical needs and interfacing with operation.
- Good understanding of customer’s business model and operational program.
- Attain good knowledge of the terminal's infrastructure and facilities.
- Maintain a high-quality service level to all parties.
- Manage the customer’s expectations.
- Handle customer’s complaints or inquiries.
- Responsible for the planning, scheduling and co-ordinate daily activities for all customers with optimization and anticipation.
- Orders creation for executing operations into the stock accounting system.
- Communicate effectively with the Operations Department
- Monitor the progress of activities and the completion time to ensure and efficient planning of the next operation.
- Attend to changes and amendments required by customers (including after office hours).
- Attend to and troubleshoot issues or problems raised by Operations (including after office hours).
- Assist with any re-documentation.
- Prepare picking list.
- Prepares updates and monitors stock and orders in the system.
- Co-ordinates the daily operations activities
- Monitors the arrival and collection of shipment and liaises with forwarder on any late or delayed arrival and collection.
- Ensure data integrity for all inventory transactions updated in the system.
- Liaison between clients and warehouse staff on all goods receipts and goods release.
- Arranging and monitoring of goods collection and delivery.
- Perform system inventory reconciliation, weekly cycle count and stock-take.
- Ensure relevant documents are generated for all updates of activities and rates in the system
- Troubleshoot root causes for any inventory variances and assist in the formulation of appropriate preventive actions
- Prompt response to queries and ensure proper follow-up for any outstanding queries
- Assist in the investigations of service issues and ensure actions are undertaken to close off all issues with customers.
- Proactively seek improvement opportunities to improve current operations which can enhance the order processing turn-around time
- Compliance with ISO, GMP/GDP Guidelines
- Ensure the team adhered to ISO procedures, local authority regulatory guidelines on Good Manufacturing Practice (GMP) / Good Distribution Practice (GDP) as well as the client's Regional Quality System in Inventory Management
- Any other tasks/projects assigned by the immediate manager.
Invoicing
- Assist with weekly and monthly invoice generation
- Assist with generating and checking the accuracy of invoicing report
- On-time Administration of Billing and Reporting to customers
Reporting
- Assist with generating required monthly KPI reports
- Assist with Customers' weekly and monthly reporting
- Perform reporting of Key-Performance Indexes (KPIs) accurately and on-time
