Customer Service Representative

Proactively coordinates with key and critical accounts providing them status of their orders, delivery, and shipment updates, and resolves any emerging problems that customer accounts may face with accuracy and efficiency.

• Manages large amount of incoming customer calls, viber/teams messages, and emails related to customer orders and delivery status, any logistics & product complaints, and stocks availability.
• Coordinates with Order Fulfillment Logistics Team for updated reports on delivery and shipments, order status.
• Checks stocks availability in ERP system and align with Inventory planning for any stock issue and update of incoming shipments.
• Directly coordinates with 3PL and customers for on the way or on-site delivery concerns.
• Coordinates with Sales and other functions for concerns related to these respective groups.
• Handles & logs customer complaints, provides appropriate solutions and alternatives within time limit; executes follow through with concerned departments to ensure resolution.
• Provide RCA and CAPA for issues, concerns, complaints raised by customers.
• Manages and tracks all Proof of Deliveries (POD).
• Escalates unresolved issues to Lead, Supply Chain Head, and Sales Head.
• Builds sustainable relationships and trust with customers
• Provides Weekly Summary of aging un-processed Purchase Orders and align with Order Fulfillment team
• Obtains confirmation from accounts for the acceptance of items with low shelf-life expiry supported by approved Guarantee Letter
• Conducts an assessment on the receiving capability and process of new customers.
• Take extra mile to engage customers. Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Conducts customer survey and feedback.
• Prepares reports on KPI results.

Qualifications and Requirements:

• College graduate of any course.
• At least 2-3 years work experience in customer support experience or client service representative.
• With a proven track record of achieving/over-achieving targets and KPIs.
• Interpersonal and customer service skills
• Analytical and Problem Solving skills
• Strong phone contact handling skills and active listening.
• Attentive and high patience.
• Ability to find positive in any situation
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills.
• Proficient in Excel, Powerpoint, and Word.
• Flexible to accommodate customer calls and concerns beyond regular working hours.