Customer Service Coordinator

The Job :

• Prepares accurately and promptly all relevant custom permits, certifications etc. via various portals as required by Government Authorities and/or customers.
• Keeps abreast of company’s Trade Compliance Policy and attends Compliance Trainings as required.
• Reports any shipping documentation error to supervisor immediately.
• Participates and be responsible in root cause analysis, brainstorm on solutions and implement or verify solutions for any complaints relating to documentation oversight as organized by supervisor.
• Provides feedback on the efficiency of customer service processes.
• Creates SAP Order Acknowledgements and / or convert them to Sales Orders in an efficient manner.
• Understands, reviews, and negotiates Letters of Credit (L/C).
• Generates shipping documents as stipulated in the L/C and ensures timely submission to negotiation banks for L/C transacted sales order.
• Generates Delivery Order and perform pick & pack process where necessary.
• Provides delivery information or shipment advice, where necessary and as assigned.
• Generate invoices to customers on goods delivered/issued.
• Creates other accounting documents such as credit / debit notes as required.
• Responds promptly to customer inquiries in a courteous and professional manner.
• Communicates effectively with internal or external customers by telephone, email, letter, and face to face.
• Works with regional offices to resolve any order-related issues.
• Provides back-up support to other group members during their absence or when specifically assigned.
• Meets relevant operational metrics as set-forth by the department.
• Tracks activities for statistical analysis as assigned by supervisor.
• Attends regular customer service departmental meetings.
• Observes standard operating procedures and/or guidelines.
• Verifies transporters and warehouse bills, where applicable.
• To audit LC terms and conditions and prepare LC negotiation documents for payment collection.
• To coordinate with import agency to handle Customs clearance process.
• To liaise with transporter, warehousing staff and customers to ensure timely shipment/delivery of orders.
• To prepare periodical sales reports, check monthly billings of transporters/warehouse and make monthly stock reconsolidation.
• To identify and document and initiate/recommend/provide solutions through designed channels to any non-conformities relating to the product/process/quality system, verifying the implementation of the solutions and/or controlling further processing/delivery/installation of the non-conforming process or product until the defect has been rectified.

Qualifications/Experience:

• Possess minimum GCE ‘O’ Level / Nitec / Diploma (Supply Chain preferred) or equivalent qualification.
• 3 years’ relevant working experience.
• Good knowledge and well verse in computer applications.
• Good interpersonal skills and Communication Skills, proficient in both written and oral English.
• Knowledge of SAP preferred.