Customer Support Specialist (Order Fullfillment)

The role will manage the global B2B transactions and provide customer care, managing orders and spare parts. The employee is expected to build a positive relationship with key stakeholders of customers, sales, business developer and operations team.Ensuring every order is delivered accurately and timely.

Position Interfaces:

·       Daily contact with Customer Service Manager, Customers, Sales, Business Development Team and Operations Team.

·       Be an approachable point of contact of order and delivery schedule for the Managers.

Key Responsibilities:

1.      System Data and Report Management

-    Update and manage the customer’s requirement and profile in the system

-     Manage the customer price list

-     Accountable for appropriate knowledge and use of departmental and company systems/databases

-  Maintaining filling and documentation in proper and promptly manner

-       Prepare reports for Management, Sales or Customers

2.     Order Management

-      Manage customer’s orders from the order placed until the shipment

-    Manage spare parts orders from order placed until the shipment

-       Monitor delivery schedule and notify sales/customers of any status change

-  Work closely with Operation Team to complete the order transaction after the shipment

-   Update forwarder portal to assign orders to suppliers (selective customers)

-     Ensure relevant documentation and certification approval are completed and obtained on time to prevent jeopardizing the delivery schedule

- Managing risk by highlighting critical issues to the Manager and work together to resolve the issues

-     Commit to meeting Key Performance Indicators (KPIs) and departmental goals

3.      Building and maintaining a positive relationship

-      Take initiative in providing excellent customer care service

-     Timely communicate and share relevant information with teammates and/or cross functional teams

-       Willingly support other team members as and when needed