Customer Service Officer

all Order-to-Delivery processes for SG RTM and SEA markets, including SO processing/entry verification, order tracking, and invoicing.

• Respond promptly to internal and external customer inquiries regarding order status, product availability, and delivery timelines.

• Resolve commercial disputes and coordinate with Finance to address order-related burning issues.

• Assume accountability & responsibility in OTC process, based on defined KPIs. Participation in process improvement initiatives.

• Support reverse logistics and product returns in accordance with company policies

Customer Relationship Management

• Build and maintain strong relationships with customers, internal teams (DP, DRP, Commercial and Finance), and external business partners (3PLs, freight forwarders).

• Communicate with customers regarding order status, shipping updates, and any potential delays.

• Address customer inquiries and resolve issues related to order fulfillment & complaint

Compliance & Documentation

• Stay up to date with customs regulations and requirements to minimize operational disruptions.

• Maintain accurate records in the SAP system and promptly correct any errors within the same or next business day.

• Demonstrate strong knowledge of international shipping procedures and customs documentation.

• Ensure all export and import documentation is complete, accurate, and compliant with regulatory standards.

Logistic and 3PL Management

• Collaborate with freight forwarders and 3PL partners to meet performance KPIs and uphold service delivery standards.

• Monitor logistics costs to ensure they remain within budget.

• Participate in process improvement initiatives aimed at enhancing service levels and reducing lead times

Qualifications

• Diploma in Business, Logistics, Supply Chain or equivalent qualification with at least 2 years of experience in logistic, order fulfilment and supply chain.

• Proficient in English, knowledge of additional languages (e.g. Chinese) would be preferred.

• Proficiency in Microsoft Office and possess good working experience & knowledge in SAP OTC & SCM. Knowledge of Power BI will be an added advantage.
  Independent self-starter, able to understand and possess service-oriented mindset to address customers' issues effectively and achieve customer satisfaction.

• Able to indepdently deliver results and provide comprehensive daily operation and logistic support in a highly dynamic, face-paced and ambiguous environment.

Job Segment: Logistics, Fulfillment, Supply Chain, CRM, Operations, Customer Service, Technology