Customer Service Executive
Location:
HK
Contract Type:
Permanent - full-time
Description:
Main Responsibilities:
Order Coordination end to end for assigned Region Travel Retail & Distributor Markets
- Order entry in SAP system include availability & freshness check, allocation requests and credit block release
- Monitor all relevant process steps after order entry until customer receives shipment
- Maximizing on-time and in-full service level
- Coordination of orders from Singapore warehouse and German warehouse
- Control shipment costs via release process and freight invoice check
- Complaint management related to shipments including returns management, credit note and follow up on corrective actions
- Special order handling of BA allowance shipments and free of charge shipments (FOC)
Management of internal and external communication
- Regular contact with customers by e-mail for daily questions in connection with orders, availability of goods, product information etc
- Frequent exchange with sales teams to align on priorities and special promotions or product launches
- Setting up a priority plan for the monthly deliveries
- Work on continuous improvements on the order process (i.e. sustainability, lean management)
- Manage constant changing requirements in the markets in a professional manner
- Regular exchange with CS team from HQ to share best practices
Maintain accurate data
- Enter and use the shared order status overview file
- Upload price files in SAP
- Customer master data and requirements in SAP up to date for instructions to external warehousing team and freight forwarder
- Update master data of new products for specific TR / DM customers
- Review export documents (i.e. invoices, packing list, CITES)
Requirements:
- Education in Business Administration, preferably some experience in the customer service (B2B) or export industry
- Good team player that shows initiative and an exact and efficient work manner
- Fast learner, able to work under pressure, reliable and communicative
- MS-Office, SAP-Know how is an advantage
- Fluent English, Mandarin or Cantonese preferred