Customer Support Representative

Key Responsibilities:

1. Customer Order Management

• Handle customer enquiries, order confirmations, and order processing.
• Coordinate with sales teams to ensure accurate order execution.
• Verify product availability, pricing, delivery schedules, and customer requirements.
• Monitor pending orders and ensure timely order fulfillment.
• Maintain accurate customer order records.

2. Customer Communication & Support

• Respond promptly to customer enquiries through email and telephone.
• Provide regular updates regarding order status, shipment tracking, and delivery timelines.
• Handle customer complaints professionally and ensure timely resolution.
• Coordinate with customers regarding delivery issues, shortages, damaged products, and documentation requests.
• Maintain strong customer relationships through effective communication.

3. Warehouse & Logistics Coordination

• Coordinate with warehouse teams for order picking, packing, and dispatch.
• Monitor daily shipments and delivery performance.
• Coordinate with courier and logistics partners for timely deliveries.
• Follow up on delayed shipments and resolve delivery-related issues.
• Track proof of delivery (POD) and shipment discrepancies.

4. Sales & Internal Coordination

• Work closely with sales, warehouse, finance, and logistics departments.
• Coordinate customer requests for invoices, COA, SDS/MSDS, and other product documents.
• Follow up on pending orders, backorders, and customer escalations.
• Support sales teams with order-related information and customer service requirements.
• Coordinate with China headquarters when required.

5. Reporting & Performance Monitoring

• Prepare daily order status and dispatch reports.
• Maintain customer complaint and resolution records.
• Monitor pending orders and delayed deliveries.
• Prepare periodic customer service performance reports.
• Identify recurring operational issues and recommend improvements.

Required Qualifications & Experience

• Graduate in Commerce, Business Administration, Science, or a related field.
• 48 years of experience in customer service, order management, or sales coordination.
• Good knowledge of order processing and logistics coordination.
• Proficiency in MS Excel, ERP systems, and email communication.
• Ability to handle multiple customers and orders simultaneously.
• Strong problem-solving and follow-up skills.