Operations Executive (Customer Service)

The Operations Executive (Customer Service) oversees and manages all aspects of customer support operations, including handling customer inquiries, processing orders, managing deliveries, and overseeing order management processes.

Responsibilities:

• Respond promptly and professionally to customer inquiries via phone, email, chat, and other communication channels, providing accurate information and resolving issues effectively.
• Communicate and follow-up with customers regarding order, delivery schedules and status.
• Manage enquiries such as stock availability.

2. Customer Relationship Management

• Coordinate the key accounts program in collaboration with the sales team, nurturing and managing customer relationships.

3. Order Processing

• Process customer orders accurately and efficiently, ensuring adherence to established protocols and timelines.
• Coordinate with the warehouse and logistics teams to prioritize and fulfil orders based on inventory availability and shipping requirements.
• Resolve order discrepancies or issues promptly and effectively, ensuring customer satisfaction.

4. Shipment Management

• Perform shipment coordination & documentation for exports and drop shipment orders with inter-companies and overseas customers.
• Make shipment arrangements based on the most cost effective and efficient logistics partners and routes.
• Provide with the necessary documents where required. (e.g. Certificate of Analysis / Compliance and end user license etc).

5. Compliance and Best Practices

• Review and update all relevant SOPs (new and/or existing) as assigned.
• Identify opportunities for process improvement and workflow optimization.
• Establish and maintain an efficient reporting system to minimize operational errors and promote cost-saving strategies, supporting a lean management approach.

6. Others

• Review and achieve agreed-upon KPIs.
• Perform other projects & duties as and when assigned.

Requirements:

• Degree holder in Business Administration, Supply Chain Management, or other Business-related discipline
• 3 years of experience in customer service-related and order management roles.
• Relevant experience in a trading & distribution environment.
• Hands on experience in Order Processing and Shipping.
• Experience with Navision (ERP) will be an added advantage.
• Good proficiency in written and spoken English.
• Proficient in MS Office – Word, Excel (V-Lookup, Pivot Table), PowerPoint
• Team player with the ability to work independently.
• Critical thinker with problem-solving skills and able to withstand pressure.