This position is a primary point-of-contact with customers and suppliers to maximize customer service efforts through prompt, efficient and accurate order confirmation and fulfilment, knowledge and understanding and preparation of required order and documentation to contribute to the business and enterprise strategy and profitability. In addition, you will be required to provide back-up support to the sales group for fielding issues and complaints. You will also communicate with various levels of staff, customers, local and regional management, and global locations where the business group has manufacturing/distribution locations.
Your other responsibilities include executing liaison actions and interfacing with sales, marketing, customers, plants, regional hubs, transportation agencies, freight forwarders and various internal departments, supporting sales/ marketing, customer service and supply chain groups as well as resolving customer complaints and following up on actions. Co-coordinating material returns and following up on credit adjustments as well as maintenance of customer database and service histories are also expected.
ROLE & RESPONSIBILITIES
CSO is responsible for all day-to-day contacts with, customers, suppliers, sales, accounting, credit. This includes:
- Managing and follow up enquiries (general product info, proforma invoice/letter of credit as required) and sample requests, product availability etc.
- Receive and process orders and managing the order process.
- Prepare full set of shipping documents.
- Be first contact in case of emergency or complaint.
- Managing correction process (goods return, credit/debit note requests) & other returns.
- Coordinate with business units and work as a team with supply chain, finance, credit etc.
- Establish working relationship within Ravago.
- Check availability versus orders.
- Proactively identify, propose and implement improvements to systems and processes in order to achieve quality and efficiency gains.
- Excellent interpersonal skills.
- A strong team player.
- Customer focus.
- Process oriented.
- Good pro-activeness & initiative.
- Good flexibility.
- Excellent attitude.
- Fast learner.
- Multi-tasking.
- Work well under pressure.
- Enjoy challenges.
- 3-5 years of relevant experience in customer service/order fulfilment.
- Experience in servicing the Asia Pacific region. Working exposure in this region will be an added advantage.
- Ideally you will have demonstrated experience in supply chain, logistics, import or exports in a customer service or support role.
- Strong spoken/written communication skills in English.
- Excellent ERP software & spreadsheet/document software interfacing skills.
- Knowledge & understanding of transportation modes (air, rail, truck, ocean), the freight forwarder industry, export documentation, government regulations & export controls requirements.
- Good understanding of manufacturing scheduling and lead times.
- Good planning, analytical, organizational, interpersonal and problem-solving skills.
- Good skills in pro-actively resolving issues & problems.
- Able to lead and work in a multi-cultural team environment as well as multi-task, work under pressure and enjoy challenges.