Customer Service Coordinator

About One Talaad

One Talaad is a fast-growing trading company that imports and distributes leading food and beverage brands across Thailand. Our portfolio includes White Claw Hard Seltzer (USA), Remedy Kombucha (Australia's #1 Kombucha), Tony's Chocolonely (Netherlands), Easy Tomorrow by Samyang (Korea), and premium fresh produce. We distribute to major retailers including 7-Eleven, Tops, Villa Market, Gourmet Market, Lotus's, CJ Express, and many more.

Position Overview

The Customer Service Coordinator is responsible for processing retailer and B2B purchase orders, coordinating deliveries with our warehouse and logistics partners, handling product returns and credit notes, and ensuring customer payments are tracked and forwarded to accounting — all with accuracy and speed.

This is a detail-oriented, high-volume role at the centre of One Talaad's daily operations. You will work across multiple retailer accounts simultaneously, coordinate with our 3PL warehouse partner (Konoike), manage delivery scheduling, and ensure every order is fulfilled correctly and on time.

 You report to the Customer Service Leadand the Senior Supply Chain Manager , and work closely with the Key Account, Supply Chain, and Accounting teams daily.

Key Responsibilities

1) Order Processing & Dispatch Coordination

• Receive and review incoming purchase orders from modern trade retailers and B2B accounts — via email, retailer portals (EDI systems), or PDF
• Verify order details including SKU, quantity, delivery date, booking number, gate number, and delivery address before processing
• Prepare and send daily dispatch instructions to the Konoike warehouse team in the correct format, ensuring all order details are accurate
• Coordinate with the sales and key account teams to confirm order details when information is unclear or incomplete
• Track delivery status and follow up with the warehouse and logistics partners to ensure on-time fulfilment
• Send revised dispatch instructions promptly when order details change — and clearly flag what has changed from the original

2) Customer & Account Coordination

• Manage day-to-day order communication with assigned retailer accounts and B2B customers
• Respond to customer queries on order status, delivery timing, and product availability in a timely and professional manner
• Coordinate with the Key Account team (K Wit, K Pep) and B2B team (K Usa) to ensure orders align with commercial commitments
• Handle inbound enquiries from [email protected] and direct them to the appropriate team member

3) Returns & Credit Notes

• Process product return requests from retailers — coordinating the physical return of goods to the warehouse and preparing the relevant documentation
• Submit credit note approval requests to the accounting team with the correct reference invoice numbers and return details
• Track returns and credits until fully resolved in the system
• Ensure returned products are properly received and recorded at the warehouse

4) Payment Tracking & Accounting Coordination

• Monitor incoming customer payments received to the company account and forward payment confirmations to the accounting team promptly
• Match payments to the correct invoices and flag any discrepancies to accounting
• Support the accounting team with any order-related queries needed for reconciliation

5) Document Management

• Prepare and attach PO and invoice documents for all dispatch instructions sent to the warehouse
• Maintain accurate records of all orders, deliveries, returns, and payments
• Ensure all documents are correctly filed and accessible to the relevant teams

6) Cross-Functional Coordination

• Work closely with Wanna (Senior Supply Chain Manager) on order prioritisation and stock availability before confirming delivery commitments
• Coordinate with the Supply Chain & Import Compliance team on inbound stock arrivals that affect order fulfilment
• Support the Customer Service Lead (Poon) on high-volume days and complex order situations
• Assist with general customer service administration as required

Experience Requirements

• 1–3 years of experience in order processing, customer service, logistics coordination, or supply chain operations — required
• Experience coordinating with warehouse or 3PL partners on delivery scheduling — preferred
• Experience processing orders from multiple retailer accounts simultaneously — preferred
• Comfortable working with EDI systems or retailer portals (e.g. TIMS, GEC-NEX) — a plus
• Experience in FMCG, food & beverage, or consumer goods distribution — preferred
• Good working English — written and spoken — for occasional international supplier communication
• Fluent Thai — required
• Thai nationality — required
• Proficient in MS Office and Google Workspace (Gmail, Sheets, Drive)