Job Description

Responsible for ensuring that customer orders are processed accurately and efficiently, container loads are maximized, and orders are fulfilled in a timely and cost-effective manner. Work collaboratively with other teams and stakeholders, including external vendors, to meet customer expectations and ensure compliance with regulatory requirements and company policies.

Operational

- Process and manage customer orders efficiently and accurately in accordance with established procedures and protocols; and timeliness with high accuracy to meet customer expectations and cost-effectiveness.

- Maintain accurate and up-to-date records of customer orders and communicate any changes or issues to relevant stakeholders.

- Proactively address service issues with the respective stakeholders; escalate more complex cases to more senior colleagues and Supervisor/Manager.

- Escalate non-conformance issues for interventions and corrections.

- Respond to queries from various stakeholders.

- Cooperate with service providers (2PL/3PL etc.) to resolve warehouse, customs or trucking issues to ensure timely delivery of orders.

- Ensure all processes are documented and updated SOPs are reviewed after Logistics Analysts' updates.

- Any other responsivities as assigned by Supervisors/Managers

- Monitor and analyze order fulfillment metrics such as order cycle time and order accuracy; take corrective actions to rectify service level provided where necessary.

- Support Vendor Logistics Program to secure new businesses and deepening business relationships with current customers.

Stakeholders Management

- Provide excellent customer service at all times and address any customer concerns or issues in a timely and professional manner.

- Communicate effectively with customers to ensure that their orders are fulfilled to their satisfaction and their expectations are met.

- Continuously identify service gaps, give recommendations and implement solutions to enhance greater customers’ satisfaction.

- Develop and maintain strong relationships with customers to promote repeating business and customer loyalty.

- Work collaboratively with cross-functional teams to achieve common goals and objectives.

- Communicate effectively with internal and external stakeholders to ensure that customer orders are fulfilled efficiently and accurately.

- Maintain and build strong relationships with vendors and suppliers.

Insights and Reporting

- Generate and analyze reports on order fulfillment metrics and identify areas for improvement.

- Identify areas for improvements in current processes and provide suggestions for improvements.

- Work with Supervisor/Manager to execute initiatives to improve order fulfillment processes and increase efficiency.

- Prepare performance metrics and other relevant data for Supervisor/Manager's presentation to key stakeholders; ensure periodic variances are explained and accounted for timely and accurately.

- Minimum 1 year of relevant work experience.

- Good command of English Language.

- Familiar with PC applications and MS Office tools.

- Possess strong problem-solving skill.