Job Description:

• Manage large number of incoming calls. Directly work with customers by answering product and service questions; furnishing information about other products and services; process orders and prepare delivery documents; correspond with and go the extra miles to fulfill customer’s needs to ensure customer satisfaction.

• Resolve product or service problems by clarifying the customer's complaint; determine the cause(s) of the problem; discuss and propose solution; execute and follow up to ensure satisfactory closure.

• If problem was complicated or systemic, to escalate and redirect the issue to the appropriate team or department for resolution.

• Documentation and maintenance of customer records and operation details:

  • Keep detailed customer records and update customer records after each interaction (such as compliment, complaint and feedback) with that customer.

  • Assist the Sales and Marketing Team in boosting sales and performance. This include providing feedback on market intelligence, competitors’ activities, setting up appointments or following up with customers after their first interaction with the salesperson.

  • Prepare performance and other administration reports

  • Interface with various functional areas to co-ordinate scheduling activities to meet committed plans and customer’s sales / service order.

• Coordinate and resolve potential conflict of scheduling priorities and resource allocation with the plant process owners and drivers to ensure all delivery / collection activities are carried out in a timely manner.

• Conduct briefing to ensure that the drivers and assistants know their specific job scope and equipping requirements, safe work method, work schedule, delivery time frame as well as compliance with the Safe Operational Procedure, and performance standard of their assigned task.

• Monitor terms and conditions of Purchase / Work Orders received from customers and follow up closely on the delivery dates and quantity to be fulfilled.

• Assist in logistics resource forecasting and capacity planning, monitoring and motivating drivers and delivery assistants work performance, skills and training needs.

• Keeping record of work hours and trips performed by drivers and delivery assistants 

• Conduct field visits with Drivers and Assistants twice per month (PPE will be provided).

Requirements:

• Degree or Diploma in Logistics, Supply Chain Management, Business Administration, Engineering, or a related field.

• Strong IT skills with expertise in MS Office and software applications.

• A strong focus on delivering excellent customer service, with a positive, meticulous, and proactive approach to problem-solving.

• Ability to multitask, prioritise responsibilities, and manage time effectively in a fast-paced environment.

• Minimum of 3 years in a dynamic customer service and operations planning/control environment, showcasing maturity and expertise.

• Willing to handle the operations phone during weekends and public holidays.