Customer Service Officer (Afternoon Shift) - Woodlands

Customer Service Officer (Afternoon Shift)

Weekday Working Hours: 11:30AM – 8:30PM (On-site)

Saturday Working Hours: 2PM – 6PM (Remote)

About PetCubes

We pride ourselves on our commitment to customer satisfaction and our innovative approach to pet nutrition.

As a Customer Service Officer, you will be primarily responsible for ensuring smooth order processing and providing excellent support to our retail partners, while also assisting direct-to-consumer (DTC) customers during your working hours. This role will primarily involve:

• Coordinating retail partners' orders and shipments efficiently
• Focusing on building strong relationships with our retail partners through effective communication and support
• Being a key point of contact between our customers and the internal teams (Sales, Operations, Finance)
• Managing customer inquiries and resolving delivery-related issues efficiently

Responsibilities:

• Handle retailer inquiries: Respond promptly and professionally to inquiries regarding pricing, stock availability, delivery updates, and other account-related matters
• Assist with DTC customer queries: Provide support and answer queries from DTC customers during your working hours via direct communication channels
• Prepare next-day shipments with the warehouse: Coordinate with the operations team to ensure timely and accurate preparation of orders for next-day delivery
• Assist with Shopify backend updates: Support the team with basic updates and maintenance of the Shopify platform
• Learn and manage PetCubes' customer rewards programme (Eber): Understand and effectively manage the Eber programme for DTC customers to maximise their engagement and retention
• Fulfilment of sales orders: Ensure all retail partners' sales orders are accurately fulfilled on relevant platforms (Shopee, RedMart, Amazon, Grab etc.) and within NetSuite Oracle
• Manage shipping partner communication and coordination
• Processing customer orders: Generate invoices and delivery orders for retail partners and DTC customers, working closely with Operations and Finance teams to ensure timely and accurate delivery
• Manage product exchange requests: Handle exchange requests from retail partners and DTC customers in accordance with company policy
• Monitor & resolve failed deliveries and urgent changes: Proactively track and resolve issues related to failed deliveries and accommodate urgent order changes as needed for all customer segments
• Improving customer service and feedback process: Utilise the centralized feedback software (Sleek) to ensure that customer feedback and queries are tracked, logged, and managed effectively for all customer segments
• Consolidating feedback: Compile customer feedback from all segments
• Any other admin tasks or ad-hoc duties relevant to the role

Skills And Experience:

• NITEC, A Levels or Diploma and above
• Good communication and interpersonal skills
• Strong organizational skills and attention to detail
• Proficient in written and spoken English
• Customer-oriented with a proactive and problem-solving attitude
• Ability to work independently and as part of a team

Preferred but not Mandatory Skills:

• Minimum of 1 year of experience in a customer service role
• Familiarity with order management systems and basic logistics processes
• Experience with e-commerce platforms (e.g., Shopify, Shopee, RedMart, Amazon, Grab)
• Basic understanding of accounting and inventory platforms (NetSuite Oracle preferred)