Customer Service Specialist

Job Purpose

The primary function of this role is to ensure customer satisfaction, loyalty, and overall business success. Deliver an exceptional customer experience by closely working with all functional teams

1. Ensure high levels of customer satisfaction, closely work with internal and external associates/parties to ensure order supply to deliver OTIF performance target
2. Resolve customer inquiries and issues efficiently and effectively through answering questions, trouble shooting problems and minimizing resolution time
3. Ensure accuracy in order operation and shorten invoice processing lead time with other associates/parties to improve AR result
4. Work closely with local sales team to support business success
5. Actively manage customer complaints

Key Accountabilities

• Customer Inquiry - handle customer enquiries (e.g.port supply) via email/phone.
• Order & Inventory Coordination – check with logistic and stock status in SAP or with associates; create seastock/drydock orders, follow up with associates and customers; manage backorders (seastock) for next-port supply when needed; handle order required delivery date management.
• Post-Sales & Transaction Processing - issue invoices (via mail or customer systems) and collect stamped delivery notes for billing; provide after-sales support; process goods returns, order cancellations, and credit memos for rebates in SAP.
• Financial & Data Reconciliation - reconcile financial data & notify business service team of customer payments; remind customers to settle outstanding payments; generate reports for business service team via SAP..
• Data Maintenance & System Support - maintain customer and material master data in system. 
• Work closely with local sales team to support business success

Experience

• Education: Bachelor's degree in Trading, Logistic or equivalent.

• Working Experience: 3 to 5 years Customer service role in global company; Marine Deepsea Drydock and Seastock business related working experience preferred.

• Language: English fluent oral and writing; Mandarin; Cantonese.

• Skill and Communication: Familiar with SAP order related operation, invoicing operation; MS Office applications; Good communication skill and business ownership.