Job Summary:

Provide customer service support to assist in the effective operation of the Supply Chain department in Hong Kong. Co-ordinate repackaging and export shipments to meet customer and company requirements.

Key Duties and Responsibilities

 1.    Customer Service

• Process approved customer orders and shipment coordination for Eyecare as per requested delivery date; for all Distributor markets except Pakistan, Sri Lanka and Bangladesh
• Coordinate with planner/manufacturing to ensure customer order can be fulfilled on time, within shelf life and to minimize backorder situation
• Issue monthly backorder & open order report as well as sending shipping plan report to Sales and Marketing Managers for approval of shipping back orders.
• Update customer master and selling price master in SAP upon proper authorization
• Participate in S&OP meeting for major countries and get to know more about the supply issues, marketing's plans as well as the new products launches
• Request for Credit Release to Finance Team in Ireland.
• Track orders from Marketing / Distributor and ensure the Sales Order are placed in right time and right quantity, maintain and update a trackable record.
• For China Eyecare; monitor consignment stocks and update the record for monthly billing. Follow up with Finance team for monthly billing numbers and provide billing record against the shipping record to the Distributor
• Issue debit/credit notes to distributors for price adjustment, stock transfer and write-off when required.

 2.    Import / Export & Shipping

• Arrange export shipment with designated forwarders or courier.
• Apply for Export license application and cross check applications to ensure no errors
• Handle the full set of shipping documents and ensure that the customer PO and all shipping documents are properly filed both in hard copy and e-filing
• Ensure accurate & timely information on all documentation where forwarded to the customer for custom clearance.
• Monitor & handle shipment damage / shortages & file claim to manufacturing / forwarder.
• Apply for Re-Export Certificate of Origin for countries where it is required.
• Organise Custom declaration after shipment effected.
• Coordinate with manufacturing for Certificate of Analysis and Certificate of Origin in specific format required by customers, and ensure they are received and sent to customers.
• Liaise with Custom Excise Dept/Heath Dept for inspection to be held periodically.
• Co-ordinate for customs declaration after shipment has been received and verify freight invoices, coding to the respective country and product line as required
• Verify freight invoices issued by forwarders with accurate rate for all export shipments coding to the respective country and product line as required
• Ensure that the Master Shipping Instruction (MSI) are accurate

 3.    Repackaging

• Coordination with local contractors for product that require re-label or packaging change to meet Customer due date.
• Ensure that correct paperwork is raised for each repackaging job.
• Liaise with Labeling and Packaging in Sydney if there are any artwork or packaging problems in HK.
• Co-ordinate with QA/Packaging group in Sydney & HK on the progress of issuing repack ECRs as well as the changes of repacking components.
• Schedule the repacking jobs at the contractors as per the required shipping schedule each month to meet month end deadlines as well as new product launch dates and complete stockbuilds before licenses expire
• Review the ending stock of packaging components on a monthly basis and order as appropriate
• Liaise with QA Team in HK to ensure that all customer complaints are reported.

 4.    Miscellaneous

• Train other team members in your role as back up and back up other team members during their absence
• Follow Standard Operating procedures to achieve a good Customer Service audit rating for quality and financial audits.
• Monitoring warehousing/forwarding services & report to management level.  Raise formal complaint if necessary.
• Arrange for quarterly destruction of short dated and expired stock by HK Government. Liaise with Government agency and ensure all paperwork is in order and ensure records are kept for QA review.
• Checking and coding of logistics invoices for signature by the Senior Logistics Manager
• Assist Senior Logistics Manager as required.