Customer Service Executive - Bedok

Position Overview:

The primary responsibility will be to manage and oversee the end-to-end order fulfilment process, ensuring accuracy, efficiency, and exceptional customer satisfaction.

Key Responsibilities:

1. Order Processing:-

• Receive and review customer orders, ensuring accuracy and completeness.
• Input orders into the system accurately and in a timely manner.
• Coordinate with various departments to ensure order fulfilment within specified timelines.
• Lead and see-through end-to-end delivery process of orders (from arrangement of deliveries to delivery date)
• Handle returns enquiries and provide clear guidance to customers on return process.
• Handle all claim matters on defects and wrong pricings, etc.

1. Customer Communication:-

• Communicate with customers regarding order status, delivery timelines, and any relevant updates.
• Handle customer inquiries and concerns professionally and efficiently.
• Provide proactive communication to customers regarding any potential delays or issues.
• Follow up to resolve any issues that arises.

1. Issue Resolution:-

• Investigate and resolve order-related issues promptly and effectively.
• Collaborate with cross-functional teams to address any challenges in the order fulfilment process,
• To resolve feedback and address operation challenges.
• Proactively identify opportunities for process improvement to enhance overall customer satisfaction.

1. Documentation and Record Keeping:-

• Maintain accurate and up-to-date records of customer orders, interactions, and resolutions.
• Prepare and maintain reports related to order processing metrics.

1. Collaboration:-

• Work closely with the Sales, Warehouse, and Logistics teams to optimize order fulfilment processes.
• Collaborate with internal stakeholders to ensure alignment on customer expectations and delivery commitments.
• Foster a positive work environment.

Qualifications:

• Possess a Diploma/Degree in any discipline.
• 5 years of proven experience in customer service, order management, or a related role.
• Excellent communication and interpersonal skills. Strong proficiency in written and spoken English.
• Proficiency in Mandarin to serve Mandarin speaking customers.
• Strong organizational and multitasking abilities.
• Attention to detail and a commitment to accuracy.
• Problem-solving skills with a proactive and customer-centric approach.
• Proficiency in using order management systems and related software.

Preferred Skills:

• Familiarity with order processing systems.
• Prior experience in a fast-paced customer service environment.
• Knowledge of supply chain and logistics processes.
• Ability to adapt to changing priorities and thrive in a dynamic work environment.