Consumer Care Rep

Tempur Sealy. Iconic brands. Storied history. Industry-leading innovation.

Tempur Sealy is committed to improving the sleep of more people, every night, all around the world. As a leading designer, manufacturer, distributor, and retailer of bedding products worldwide, we know how crucial a good night of sleep is to overall health and wellness. Utilizing over a century of knowledge and industry-leading innovation, we deliver award-winning products that provide breakthrough sleep solutions to consumers in over 100 countries. Our highly recognized brands include Tempur-Pedic®, Sealy® and Stearns & Foster®. We hire people who have a passion for helping others find their best night’s sleep. No matter what stage of your career, you can build your future at Tempur Sealy!

1.         Designation: Customer Success Specialist - Internal

2.         Manager: Customer Success Specialist Lead

3.         Responsibilities of the employees, including but not limited to the following:

·       To respond to CS emails promptly, check and reply email 3 times a day (9am, 2pm, 5pm)

·       Attend CS hotline enquiries, whatsapp and SMS

·       Follow up on CS cases, update CS files and create JO whenever applicable to achieve service excellence

·       First point of contact for all delivery issues

·       To follow up on delivery confirmation for customers who did not reply to the automated SMS

·       Creating and processing all orders in D365 and POS in an accurate and timely manner

·       Processing request for rush orders, reviewing pending orders and attending to both internal and external customer requests to achieve customer satisfaction

·       Check for document completeness on daily basis, check all sales order created in POS are keyed into D365, check documents submitted by RSAs in POS system are correct and complete for every order

·       Tally daily transactions from Department stores and F&B (For Cash& Carry Items) - tally PO with SO

·       Any discrepancies or variances need to be verified, corrected and informed the respective retailer. Retailers are to revise the PO

·       Promptly revision by every Tuesday before Finance sent out the completeness report to CST

·       Liase with RSA on any outstanding and seek help from Retail Ops Exec should there be any challenges

·       Create stock transfer documents as and when required

·       Manage backend POS System by creating new accounts, uploading SKUS

·       Prepare and check the delivery summary with CSP to ensure accuracy before sending out to warehouse for picking and delivery

·       To check stock availability on the delivery summary and customer detail to tally with D365 and saved in the SharePoint

·       Match Department stores and F&B PO with sales slips and save in SharePoint

·       Issue PO to local bed frame supplier and ensure timely delivery to warehouse

·       Liase with bed frame supplier on product or quality issues as and when required

·       Conduct periodic stock take and responsible for stock accuracy on retail store locations

·       Participate in all stock take for retail stores and perform reconciliation

·       Home assessment included if necessary

·       Any other assignments assigned

4.         Hours of work: 9.00 am to 6.00pm with 1 hour break from Monday to Sunday (2 off days a week, off day will be arrange by CSL)

5.         Place of work: Main Office, 20 Martin Road, #09-01, Seng Kee Building, Singapore 239070

Tempur Sealy International is committed to equal opportunities, and values diversity in our workforce. We provide equal employment opportunities to all employees and applicants for employment without regard to race, colour, religion, sex, national origin, age, disability, or any other legally protected characteristic. We maintain a fair and inclusive hiring process, ensuring that all candidates are evaluated based on their qualifications, skills, and experience. Our dedication to equal opportunities extends to every aspect of our organisation, fostering an inclusive and supportive work environment for all team members.