Job Description

Customer Service Representative

The Customer Service Representative will respond to customer inquiries by telephone, e-mail and/or walk-ins to provide inquiry or problem resolution. Resolve mostly routine and some non-routine, more complex problems and communicates solution or requested information to the customer. Analyze a customer's service needs and refer to other service or technical departments for follow up as needed.

Responsibilities:

• Order processing, administration, invoicing, proper filing of all paperwork and daily operations duty.
• Liaise with forwarder, Import & Export teams, warehouse, buyers, to ensure inbound goods are received in system per Service Level Agreement with correct landed costs.
• Liaise with inside sales, warehouse, freight forwarders to expedite timely delivery of goods.
• Ensure customers’ delivery requirements/expectations are fully understood and met.
• Prepare and consolidate shipping documents such as commercial invoice, packing lists, B/L, AWB and permits for inbound and outbound shipments.
• Shipment tracking for customers. Prompt collection of customers’ acknowledged goods delivery documents.
• Run sales order backlog reports for review with sales against sales target.
• Update Anixter System transactions in a timely and accurate manner.
• Coordinate with relevant departments to process RA (goods return from customers), RTV (goods return to vendors) per Levels of Authority and RMA replacements.
• Prompt entry of service failures on customer service database.

Qualifications:

• 2-4 years of relevant experience
• Solid interpersonal skills that allow one to work effectively in a diverse working environment
• Able to effectively communicate both verbally and in writing
• Able to work well under pressure
• Strong attention to detail
• Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times
• Computer literate, including effective working skills of MS Word, Excel, and e-mail