Officer - Customer Service

JOB PURPOSE:

• To deliver the highest standards of Customer Service to a number of customers across the business.

JOB ROLES & RESPONSIBILITIES:

• Coordinates with the clients/Client representatives to meet their requirements
• Management of Key customers
• Accurate document processing in WMS, including ASN, SO
• Continuous follow up with operation in timely executing the customers' logistic requirements
• Shares the NCR with customer and continuously follow up to close it on time
• Submission of Receipt Confirmation to customer in contractual time
• Complies and verifies the accuracy of stock reports as required by clients on a regular basis
• Verifies the system documents with Physical documents (invoice, Purchase order)
• Manages the tariff setting of clients in Exceed
• Regular checking and assurance on data integrity in WMS
• Ensuring 100% System Job file accuracy
• Ensures the services provided to the clients are according to the customer profile
• Timely response to customer mails and queries
• Coordinate with other departments to provide a complete solution to clients. (e.g. Transport for Vehicle use, Finance for invoice queries)
• Maintains FEFO standards integrity for food items and FIFO standards for non-food items
• Records any customer complaints and escalate these to their supervisor immediately
• Completes ad hoc requests from either clients or management
• Ensures the proper utilization of warehouse pallet position
• Monitoring and reporting of Damaged/ Expired Items and regular follow up with customer till items get disposed
• Perform other tasks as assigned

JOB REQUIREMENTS:

• Bachelor or Diploma, or equivalent
• Must have at least 3 years of experience in customer service preferably in the courier industry
• Must have good communication skills and a passion for delighting customers
• Must be well organized and able to work under pressure, and meet deadlines
• Working knowledge of Microsoft Word, Excel and Power Point