1. Assist HOD to handle end-to-end order management. Process customer order accurately and efficiently, including liaise with Material Planner, Production, and Logistics Team to ensure customer’s order is being handled and arranged accordingly.
2. Proactively update customer on order status and changes via email/phone.
3. Coach and supervise a team of support and filed personnel while monitoring their performance to ensure smooth day-to-day operations.
4. Participate in regular internal briefings to align on operational priorities and customer expectations.
5. Monitor and oversee billing administration processes to ensure accuracy and timely invoicing for all relevant operations.
6. Work closely with the billing team to verify charges, resolve discrepancies, and maintain proper billing records.
7. Build and maintain good relationships with customer ensure customer satisfaction. Proactively identify customer needs and suggest solutions to enhance their experience.
8. Work closely with the internal team, Project Management and Sales Support teams to ensure the customer is served in alignment with the business direction.
9. Monitor and analyze Operation Support process and develop improvement plan to enhance internal process flow and quality of customer service.
10. Follow up on outstanding issues with internal teams to ensure prompt closure.
11. Prepare Monthly/Weekly/Daily Report.
12. Understand on the requirements for a QMS, including documented information, planning and determining process interactions.
13. Any others task assigned by the HOD from time to time.