Customer Service Specialist
Summary
This position is responsible for processing and managing overall Order Processing in compliance with company quality management and ethical standards.
The job requires working with a range of stakeholders including 3PL and handling any queries.
Additionally, this role entails building sustainable relationships, persuasive communication skills, problem-solving abilities, and a dedication to delivering outstanding service.
Responsibilities
Order management
- Processing orders via WOS (Web Ordering System) & JDE, this covering everything from receiving an order an order to delivery, invoicing, and handling returns.
- Reviewing open orders and following up with relevant parties to ensure on-time delivery.
- Collaborating with Finance regarding customer codes, pricing, and credit checks.
- Supporting direct business in issuing monthly tax invoices.
- Providing accurate documentation of special discounts.
- Coordinating when order discrepancies and delivery errors occur.
- Working closely with Logistics, Planners, and the Warehouse team to ensure timely shipment of goods.
- Resolving system issues with global service team.
- Ensuring customer files are regularly updated with the relevant information.
- Notification of expected good receipt date and shipment progress.
Inventory management
- Handling long-term consignment stock in and out via ERP system.
- Exchanging expired goods on a monthly basis.
- Support annual stock counting including inventory data validation, discrepancies, and billing.
- Handling nonconforming items related to quality (defected, expiration date, loss, and damages)
- Documentation and approval process for Inventory Adjustment.
Process Improvement
- Identify areas for process improvement within the customer service function and implement initiatives to enhance efficiency and effectiveness.
- Regularly review and revise SOP (Standard Operating Procedures)
Customer Service
- Responding promptly to customer inquiries.
- Acknowledging and resolving customer complaints.
- Communicating and coordinating with internal customers if necessary.
- Ensuring compliance with customer complaints related to order delivery.
Qualifications
- More than 5 years’ experience in customer services / order management
- Experience working in medical device or Equivalent is preferred.
- Good command of English in writing and speaking
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