Customer Operations Associate

Toly Asia Limited; Hong Kong; On-site; HKD 240,000 - 320,000; Full time

Benefits offered by this job

Global brands exposure

Collaborative environment

Job summary

ASSA ABLOY Hong Kong Limited is seeking a Customer Operations Specialist to manage end-to-end order management for US-based customers. You will collaborate with customers, factories, logistics providers and internal teams to ensure orders are processed accurately, deliveries meet commitments and data remains current.

This role sits at the heart of Customer Operations, combining order management, demand planning and logistics into one integrated process.

Qualifications

• Experience in customer service, order management, or related field.
• Excellent written and spoken English communication is essential.
• Strong organisational and prioritisation skills.
• High attention to detail and data accuracy.

Responsibilities

• Process customer purchase orders accurately and efficiently.
• Manage customer orders from receipt through to final delivery.
• Coordinate closely with factories to manage production schedules and delivery commitments.
• Monitor customer demand, forecasts, and inventory requirements.
• Ensure demand plans are communicated accurately and proactively to support production planning.
• Maintain regular communication with customers regarding order status, deliveries, and operational issues, including weekly/bi-weekly customer update calls.
• Liaise with logistics providers to coordinate shipments and delivery requirements.
• Resolve day-to-day operational issues and elevate risks where appropriate.
• Maintain accurate order information and system data.
• Support KPI reporting and continuous improvement initiatives.
• Work closely with Customer Operations, sales, development, logistics, and finance teams to ensure smooth execution.

Skills

Customer service

Order management

Demand planning

Logistics

Supply chain

English communication

Job description

Reporting to the Customer Operations Manager, you will be responsible for managing the end-to-end order management process for a portfolio of US-based customers.

You will work closely with customers, factories, logistics providers, and internal teams to ensure orders are processed efficiently, customer expectations are managed proactively, demand plans are communicated effectively, and deliveries are executed successfully.

This role sits at the heart of our Customer Operations function, bringing together customer service, order management, supply chain coordination, demand planning and logistics into one integrated process.

Key Responsibilities

Process customer purchase orders accurately and efficiently

Manage customer orders from receipt through to final delivery

Coordinate closely with factories to manage production schedules and delivery commitments

Monitor customer demand, forecasts, and inventory requirements

Ensure demand plans are communicated accurately and proactively to support production planning

Maintain regular communication with customers regarding order status, deliveries, and operational issues, including weekly/bi-weekly customer update calls

Liaise with logistics providers to coordinate shipments and delivery requirements

Resolve day-to-day operational issues and elevate risks where appropriate

Maintain accurate order information and system data

Support KPI reporting and continuous improvement initiatives

Work closely with Customer Operations, sales, development, logistics, and finance teams to ensure smooth execution

Requirements

Experience in customer service, customer operations, order management, demand planning, logistics, supply chain, or a related field

Excellent written and spoken English communication is essential

Strong organisational and prioritisation skills

High attention to detail and data accuracy

Ability to manage multiple priorities in a fast-paced environment

Strong problem-solving capability

Fluent in Putonghua

Working Hours

As this role will primarily support customers located in the United States, successful candidates must be able to overlap with the US East Coast working day for a minimum of four hours.

Accordingly, the role will operate on a late start, late finish schedule. Flexibility is essential, and candidates must be comfortable working hours that support customers operating in the New York time zone.

What We Offer

Opportunity to join a growing international business

Exposure to leading global beauty brands

Collaborative and supportive working environment

ASSA ABLOY Hong Kong Limited