Customer Service Executive
(J-JJIM-24-0000012)The role is responsible for providing premium customer support to clientele, focusing on delivering quality transactional processes in support of the Sales team.
Responsibilities(Major activities or end results for which this position is held accountable)
Undertakes the total sales administrative functions, in support of the Sales team.
Undertakes the Sales Order cycle, such as preparing and processing sales orders, delivery orders, purchase orders, and invoicing.
Processes other order transactions related to loaned units meant for demonstration, samples, returns, warranty, etc.
Ensures deliveries are effected based on customers' requests.
Prepares and updates delivery status for submission to customers based on order confirmation from suppliers.
Liaises and follows up with suppliers on delivery inquiries, order status, and other matters.
Follows up with the internal purchasing team on delivery status.
Ensures prompt delivery of goods.
Ensures customers are provided with the necessary documents, such as packing lists, upon delivery of goods.
Handles and follows up with telephone inquiries.
Maintains a high level of cooperation and teamwork with the Sales team.
Handles all necessary process documentation (Customer P/O, S/O, D/O).
Ensures prompt collection of payments from customers and forwards to Hub for COD orders.
Records cash handling with transporters, dispatch riders, and Hub.
Coordinates with Hub on orders with credit limit and credit period issues.
Attends to customers' complaints with professionalism and integrity. Assists customers to resolve billing and sales credit issues.
Liaises with suppliers on goods returned by customers and ensures that credit note applications are raised.
Assists in monitoring incoming and outgoing shipments and shipping documentation.
Ensures landed costing (freight charge, transportation charge, un-stuffing charge, etc.) are correctly maintained in purchase orders.
Communicates with partners' warehouses on deliveries/collections, packing lists, etc.
Coordinates with transporters to ensure on-time deliveries to customers.
Obtains copies of AWB, BL, Sub-Cert from forwarders for all zero-rated orders and files accordingly into zero rate files.
Coordinates with suppliers and other supporting companies whenever necessary, and ensures meeting of customer satisfaction at all times.
Provides other administrative support to the department, e.g., filing and archiving of orders that are more than 2 years old.
Creates and maintains a fair, democratic, and good working environment with all team members.
Maintains a cohesive and stable customer service workforce in the Country.
Ensures compliance with corporate policy and seeks clarification from immediate supervisor whenever in doubt.
Complies with the Group's and Company's EHS policies, procedures, management programs, and work instructions (ISO 14001:2015 and ISO 45001:2018).
Undertakes any other tasks as and when assigned. This job description is to be used as a guide and covers only the primary functions and responsibilities. It is not to be construed as a complete list of duties.
Required QualificationsQualification:
Candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma, or Bachelor's Degree in any field.
Experience:
At least two (2) years' experience in Contact Centre / Customer Service environment.
Possesses good interpersonal, communication, and customer service skills.
Proficient in Mandarin is an added advantage (to be able to handle queries and feedback from Mandarin speaking customers).#J-18808-Ljbffr