Customer Service and Support Representative

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

1) 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.
- 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.

2) Stakeholders Management
- 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.

3) Insights and Reporting
- Generate and analyze reports to identify trends and improvement opportunities, and recommend
process enhancements to improve efficiency and effectiveness.
- Work with Supervisor/Manager to execute initiatives to improve processes and increase efficiency. - Prepare performance metrics and other relevant data for Supervisor/Manager's presentation to key stakeholders; ensure periodic variances are explained and accounted for timely and accurately.