Associate Representative, Customer Service And Support

Description:

Job Purposes:

Responsible for ensuring that customer orders are processed accurately and efficiently, container loads are maximized, and orders are fulfilled in a timely and cost-effective manner. Work collaboratively with other teams and stakeholders, including external vendors, to meet customer expectations and ensure compliance with regulatory requirements and company policies.

Responsibilities

Operational:

• Process and manage customer orders efficiently and accurately in accordance with established procedures and protocols; and timeliness with high accuracy to meet customer expectations and cost-effectiveness.A
• Maintain accurate and up-to-date records of customer orders and communicate any changes or issues to relevant stakeholders.
• Proactively address service issues with the respective stakeholders; escalate more complex cases to more senior colleagues and Supervisor/Manager.
• Escalate non-conformance issues for interventions and corrections.
• Respond to queries from various stakeholders.
• Cooperate with service providers (2PL/3PL etc.) to resolve warehouse, customs or trucking issues to ensure timely delivery of orders.
• Ensure all processes are documented and updated SOPs are reviewed after Logistics Analysts' updates.
• Any other responsivities as assigned by Supervisors/Managers.
• Provide excellent customer service at all times and address any customer concerns or issues in a timely and professional manner.
• Communicate effectively with customers to ensure that their orders are fulfilled to their satisfaction and their expectations are met.
• Continuously identify service gaps, give recommendations and implement solutions to enhance greater customers’ satisfaction.
• Develop and maintain strong relationships with customers to promote repeating business and customer loyalty.
• Work collaboratively with cross-functional teams to achieve common goals and objectives.
• Communicate effectively with internal and external stakeholders to ensure that customer orders are fulfilled efficiently and accurately.
• Maintain and build strong relationships with vendors and suppliers

Qualifications:

• Minimum 1 year of relevant work experience in logistics, order processing, or customer service.
• Strong command of the English language (written and verbal).
• Proficiency in PC applications and MS Office tools (e.g., Word, Excel, Outlook).
• Ability to work collaboratively in a team environment and manage multiple priorities.
• Strong problem-solving skills and attention to detail.
• Familiarity with logistics processes, including 2PL/3PL operations, is a plus.