Job Description

Position Summary

This position reporting to assistant customer service manager , assist to lead and oversee customer service team in day to day operations.

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• Initiate and Manage Continuous Improvement Activities

• Support data processing and analysis on inventory data / transaction data

• To prepare relevant documents and participate in customer audit with operation team and quality team

• To receive any escalations from existing customers; Conduct second-level fire-fighting upon receiving any complaints

• Compile the relevant specification with operation team for any purchasing / sourcing

• Communicate and liaise with procurement team for any operational supply, equipment .

• Attend to customer\xe2\x80\x99s enquiries & complaints when required.

• Ensuring the smooth operation & cooperation with the team members.

• Monitoring customer service members, coordination & improvements.

• Participating/executing in costs reduction exercise so as to achieve cost optimisation for Customers and the Organisation

• Identify/Engagement in new system implementation to actualise functions for each process. (Productivity improvement)

• Attend and facilitate customer monthly meetings.

• Prepare meeting minutes and verify KPI report before presenting in monthly meeting with customer

• Verify the billing summaries prepared by the Customer service officer.

• Verify the billing reports to our customers as well as service agreements.

- Keep any operational documents properly.

- Immediate reporting to direct superior upon any irregularities

Mandatory Requirements

• Proven experience in Customer Service or a customer facing role within a B2B

• Analysis of customer requirements and discussion with the internal team

• Mature, self-motivated and able to work independently

• With 3 to 5 years experience as a warehouse customer service Executive under any global 3rd party logistics company

• Basic knowledge / experiences on warehouse management systems and documentation.

• Able to speak, read and write English upon directly communicating with customers or / and appointed vendors.

• Experience on Documentation such as checklists, temperature / RH reports

• Able to compile KPI reports periodically

• Able to verify the billing reports to our customers as well as service agreements

Flintex Consulting