Associate, Fulfilment (Shipper Support)

Customer Support

• First level of direct support to customers to uphold customer service quality and satisfaction.
• Update on customer enquiries on order status throughout the fulfilment order cycle (from marketplace to physical handover to 3PL).
• First-level troubleshooting of issues due to system sync or incorrect information uploaded into systems.
• Update to senior assigned on customer enquiries that require advanced troubleshooting or customer escalations on critical issues.
• Sending of daily performance report (covering the following aspects of inbound, inventory and outbound orders) to customers.

Key Account Management Support

• Assist KAM Head to check on the following tasks:
- Is the order ready to be processed in the system (WMS / daily KAM-Ops sheet, i.e. is there sufficient stock?
- Is the order complete and out of the warehouse, i.e. is the order handed over to the delivery partner with a signed Dispatch Note?
- Checking of daily processing of orders within the specified duration in order to maintain SLAs, and escalating when a customer’s SLA has crossed a reasonable threshold.
- Why is there an out-of-stock (OOS) situation when the system shows that stock is available?
• Generate ad-hoc reports required for Customer Service function, e.g. problem order reports.
• Process exceptional orders using the agreed SOP with customers and Ops teams.

Key Account Management -Operations Daily Cadence

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[Outbound]
• Check with Ops team to do a physical check of Inventory if there is an out-of-stock issue surfaced during order processing
• Check with Ops team on estimated order pickup and delivery times


[Inbound]
• Check with Ops team on the inbound arrival status and compile copies of the signed physical goods receipt note
• Check with Ops team for inbound orders with issues, e.g. UPC or SKU code wrong, items with damaged conditions, missing/excess items through reviewing the Inbound Discrepancy report
• Check with Ops team if any shipment arrived without an Inbound Order created in the system and follow-up with the customer on the creation of this order


[Inventory]
• Check with Ops team on the status of all inventories related activities/issues, e.g. replenishment frequency, OOS items, missing/damaged stocks through reviewing the Stock Count and Stock Adjustment reports


[Returns]
• Follow up on return orders received in warehouse and order processing
• Ensure that returns orders are processed by Ops team in accordance with SOPs shared with clients


[Aftersales]
• Check with Ops team on any aftersales issues, through reviewing the issue report

Aftersales Resolution

• Investigate on customer issues on aftersales e.g  items disputed by the customer with corresponding photo evidence, and review internal system data, e.g. obtain photo proof.
• Daily check for aftersales related issues and make arrangements for next steps, i.e. coordinating with the customer to arrange for pickup of wrong order sent and fulfilment of replacement order.
• Update customer on update or next steps through relevant sheets shared with customers.

Business Operations

• Prepare customer required information to support onboarding of new customers, e.g. business information, volume forecast, product master, etc.
• Prepare monthly customer data through downloading reports to be used for monthly billing.

Requirement:

• Degree from reputable university
• 1 - 4 years of relevant experience, including client-facing roles in customer service, account management, customer success and experience in business operations.
• Exposure to the e-commerce, logistics or supply chain industries would be advantageous but not essential.
• Able to communicate solutions and to understand issues from customers well- Logical, structured thought process and analytical approach to problem-solving.
• Advanced proficiency in Google Suites, Microsoft Excel and Powerpoint, comfortable working with large data sets.
• Excellent communication skills in English (both verbal and written).

Core Competencies

• Account Management
• Performance Reporting
• Project Management
• Interpersonal Skills