Customer Service Representative

Key Responsibilities

Account Management:

Attend to customer inquiries in coordination with the Commercial and Customer Service Manager and manage Customer's expectation.

Trouble shooting/solving of daily operations issues.

Escalate any customer’s complaints to the Team Leaders or Customer Service Manager.

Timely and error free processing of customer’s instructions such as warranting, title transfer and warehouse receipt.

Planning and Co-ordination

Prepare Work Order Instructions for on-site warehouse teams and follow up till completion of the job.

To escalate any claims, disputes etc. to Team Leaders or Customer Service Manager.

Assist on ad-hoc reporting matters or any other assigned task given by Team Leaders.

Monitor closely to the progress of work orders and keep the customer informed on regular basis.

To verify and check the logistics documents (such as draft BL or packing list) from LSP before forwarding to the customers.

Exchange Compliance

To ensure parcels for warranting are in compliance with LME regulation. To liaise closely with Operations and Exchange Compliance Manager.

System Data and Inventory

To update the Logistics system.

To send inventory report to customers and banks on regular basis. Report to be checked by Team Leaders before sending to external parties.

Costing and Billing

Timely and accurate billing to customer.

To ensure job costing is completed in CLS8 and review job budget with consideration of additional charges.

Engage with customer to ensure timely payments to AR invoices. Target to minimize ageing payments that are more than 30 days.

To ensure Job Costing is up to date once the job is completed. Include provision in the job costing sheet if foresee unexpected charges.

To inform customer timely for additional charges incurred.

To clarify timely on the LSP invoices to ensure accurate AP payments from Finance department.

Job File Management

Maintain accurate documentation and filing.

To indicate/update the cover file with detail job information.

General

Any other tasks or assignments as may be assigned from time to time.

What We're Looking For

Minimum Diploma in Logistics and Supply Chain management.

Relevant working experience preferred and fresh graduate is encouraged to apply.

Experience in import/export procedure and documentation.

Demonstrated warehousing and logistics operations expertise.

Ability to work on cross-functional and multicultural teams.

Meticulous, responsible and positive work attitude.

Mature and able to work independently with minimal supervision.

Excellent communication and analytical skills.

Good command of spoken and written Malay and English. Proficiency in Mandarin, both spoken and written, will be an advantage for communication with customers from China.