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