Summary:
Be the main referent for the customer within the organization with regards to order management, providing accurate information in a timely manner to ensure an excellent standard of service and a high level of customer satisfaction

Functions:
- Receive, process and verify accuracy of orders from customers using organization’s management system and customer purchase orders
- Maintenance and update of orders and customer information in the system, communicating changes to the appropriate personnel and departments
- Handle incoming requests from customers over the phone, email or fax, ensuring that issues are resolved both promptly and thoroughly
- Gather customer information  thoroughly and efficiently, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts
- Provide quality service to both internal and external customers
- Access organization’s system to obtain and extract order and customer information, providing management with data for inclusion in reports
- Manage transport issues regarding deliveries to customers being in contact with couriers and forwarders
- Maintain a fluent communication with Sales, Marketing, Distribution Center departments to share information and solve customers’ issues/requests

Requirements:
- High commitment to customer satisfaction
- Passion for excellence with respect to treating and caring for customer
- Ability to communicate clearly and professionally, both verbally and in writing
- Patient and friendly attitude to handle complaints and unpleasant customers
- Strong detail orientation and analytical skills
- Flexibility and open mind-set
- Work ethic and team player mentality

Qualifications:
- 2+ years solid customer service experience
- High command of both written and spoken English, Mandarin and Cantonese is a must. The knowledge of another Asian language (Japanese, Korean, Thai) would be a plus.
- Transport incoterms and rules acumen
- Computer literacy, proficient in MS Office and SAP