Customer Service Specialist

Job title: Operations Support & Customer Service Executive

Team: Customer Success

Salary range: 15 - 20 mil

Headcount : 1

Level : Intermediate - Senior

Contact : Please send your CV DIRECTLY

to Ms Ngoc Nguyen - [email protected]

Primary Role: eCommerce Logistics Operations Support

Company Overview:

Wayfindr is a Hong Kong headquartered 4PL logistics company, specializing in e-commerce logistics throughout Asia Pacific, the US, EU and UK. We can manage every part of the logistics supply chain for our customers, whether it’s ocean, air, road or rail freight, warehousing and fulfillment or final mile delivery. Our customers range from global FMCG companies to pure-play e-Commerce companies and everything in between. Our core focus is always the customer. To help ensure complete customer satisfaction, we prioritize customer service, we offer supply chain consultancy and procurement and we use the latest technology. We have driven high growth over the past 5+ years and due to our expansion, we are looking for an Operations & CS Support Executive to help us support our growing portfolio of customers. Our international team consists of young, smart and dedicated people, who have a passion for customer success.

Job Description:

For this role, you’ll be working closely with, and in support of, the Wayfindr Account Managers that are responsible for our international customers. Their job is to ensure customer success on every level, and in order to do this well, they need support on managing all daily operational and customer service related enquiries and reporting. This is where the Operational Support Executives come in. The main responsibilities for this role are as follows:

-         Managing operations for (e-Commerce) shipments including preparing waybills, verifying receiver details, inbound and outbound processing of all shipments through the WMS, Excel or other platforms

-         Handling daily Customer Enquiries (for example on shipment status) and problem-solving issues

-         Communicating with Suppliers and Partners to successfully resolve any customer queries that we can’t solve ourselves

-         Ensure the accuracy of, and assist in, the following up on shipping details, statuses, product and service information, SOP’s for Suppliers and Customers

-         Assist the team to monitor Supplier’s KPI regarding the movement and storage of goods, collate this performance information and create KPI reports on weekly/monthly basis for Wayfindr and for the Customer

-         Review Supplier invoices and check Customers’ billing

-         Perform any manual tasks, ad-hoc duties/projects as assigned by the supervisor or management

Requirements:

-         Advanced knowledge of MS Office, with a special focus on Excel

-         Data driven person who can cope with and do the analysis of various reports from suppliers or customers

-         Data analytics skills

-         Strong sense of responsibilities, teamwork

-         Clear and concise communicator

-         Pro-active, careful, detail-oriented, well-organized and willing to handle repetitive tasks

-         Good command of written and spoken English

-         Occasionally, a few hours of work on Saturdays or Public Holidays may be required but those hours will be compensated in additional Annual Leave or OT pay

-         Fresh graduates are welcome if they can demonstrate their skills and capabilities during the interview

Advantages:

-         University degree ( GPA >3)

-         A growth mindset

-         Knowledge of, or experience in e-Commerce and/or Logistics & Supply Chain is an advantage

-         Able to work independently and under pressure

What we offer:

-         Fast-paced and international work environment, surrounded by smart, dedicated colleagues and customers from different countries and cultures

-         Career in an exploding industry with plenty of room for growth, both domestically and globally

-         The flexibility to work from home

-         The chance to be part of a rapidly growing company where everyone values your input and support

-         Competitive salary with room for growth, and an attractive annual bonus based on personal and company performance