Customer Service Coordinator

JOB PURPOSE:                          To provide route planning support for centralized planning and customer service support to the Customer Service Department. To ensure daily monitoring and completion of planned routes by Delivery teams. To ensure a high level of customer service satisfaction to our client and customers.

QUALIFICATIONS:                    Min GCE ‘0’ / Diploma in any discipline, preferably with at least 2 year of customer service experience.

JOB KNOWLEDGE:                   A thorough knowledge and understanding of the product and services the company is providing as a Transport Service Provider

JOB ATTRIBUTES:                     Possess a structured approach to problem solving

                                               To handle and resolve feedbacks and claims issues with both internal and external stakeholders

                                               Good communication and effective writing skills

Meticulous and organized with positive attitude

                                               Computer proficiency in Microsoft Office and adept at learning new CRM system

PHYSICAL ATTRIBUTES:          Require to have hands-on handling with furniture pieces when investigating damages and claims

BONUS ATTRIBUTES:              Have prior knowledge and 3PL warehouse operations experiences

Able to work in warehouse environment

Knowledge of furniture manufacturing

WORK WEEK:                            5 Days (42.5hrs per week)

JOB RESPONSIBILITIES:

Planning related tasks

•      Processing of Raw Data and disseminating of data

•      Disseminating of daily routes to Fleet teams and response to any request/changes

•      Liaise with Traffic Officer on any discrepancy on routing and changes

Customer Relation related tasks

•      Handle all incoming calls from CCC/CR and give direct responses as required

•      Raise issues and feedbacks to CCC/CR

•      Clearing and Updating of emails information to SOT/CRM

End-Customer related tasks

•      Fulfil customers’ feedback, claims and delivery requirements

•      Confirmation of delivery bookings and follow up with end customer as required occasionally

Other related tasks

•      Monitoring Fleet KPI on job completion

•      Safety Check calls