Customer Service Officer

Customer Service Officer

The Customer Service Officer is responsible for managing end-to-end order fulfillment processes across Singapore & SEA markets. This includes order processing, outbound logistics, customs clearance, reverse logistics, and customer engagement. The role supports continuous improvement initiatives and ensures compliance with operational standards while maintaining high levels of customer satisfaction.

In addition, the candidate will contribute to the implementation of business process improvement solutions to enhance the effectiveness of customer service operations. The role involves managing stakeholder requirements related to customer service and order fulfillment and ensuring timely and effective responses to customer inquiries and service requests.

Role Responsibilities

Order Processing and Fulfilment

• Manage all Order-to-Delivery processes for SG RTM and SEA markets, including SO processing/entry verification, order tracking, and invoicing.
• Respond promptly to internal and external customer inquiries regarding order status, product availability, and delivery timelines.
• Resolve commercial disputes and coordinate with Finance to address order-related burning issues.
• Assume accountability & responsibility in OTC process, based on defined KPIs. Participation in process improvement initiatives.
• Support reverse logistics and product returns in accordance with company policies

Customer Relationship Management

• Build and maintain strong relationships with customers, internal teams (DP, DRP, Commercial and Finance), and external business partners (3PLs, freight forwarders).
• Communicate with customers regarding order status, shipping updates, and any potential delays.
• Address customer inquiries and resolve issues related to order fulfillment & complaint

Compliance & Documentation

• Stay up to date with customs regulations and requirements to minimize operational disruptions.
• Maintain accurate records in the SAP system and promptly correct any errors within the same or next business day.
• Demonstrate strong knowledge of international shipping procedures and customs documentation.
• Ensure all export and import documentation is complete, accurate, and compliant with regulatory standards.

Logistic and 3PL Management

• Collaborate with freight forwarders and 3PL partners to meet performance KPIs and uphold service delivery standards.
• Monitor logistics costs to ensure they remain within budget.
• Participate in process improvement initiatives aimed at enhancing service levels and reducing lead times

Qualifications

• Diploma in Business, Logistics, Supply Chain or equivalent qualification with at least 2 years of experience in logistic, order fulfilment and supply chain.
• Proficient in English, knowledge of additional languages (e.g. Chinese) would be preferred.
• Proficiency in Microsoft Office and possess good working experience & knowledge in SAP OTC & SCM. Knowledge of Power BI will be an added advantage. Independent self-starter, able to understand and possess service-oriented mindset to address customers' issues effectively and achieve customer satisfaction.
• Able to independently deliver results and provide comprehensive daily operation and logistic support in a highly dynamic, face-paced and ambiguous environment.