Customer Service Officer

EASTERN ORIENTAL SINGAPORE PTE. LTD.; West Coast; On-site; NZD 50,000 - 75,000; Full time

Job summary

EASTERN ORIENTAL SINGAPORE PTE. LTD. is seeking an export customer service coordinator to manage inquiries, process orders, and coordinate with logistics to ensure on-time delivery. You will handle documentation, compliance, and customer communications across international shipments.

The role focuses on accurate record-keeping, strong cross-functional collaboration, and achieving KPIs related to order accuracy and customer satisfaction.

Responsibilities

• Handle inbound and outbound customer enquiries via telephone, email, and other communication channels relating to export orders and shipments
• Process export orders accurately and efficiently, ensuring all documentation is complete and meets regulatory requirements
• Provide customers with timely updates on order status, delivery schedules, and logistics information
• Resolve customer complaints and issues in a professional and courteous manner, escalating complex matters to management when necessary
• Maintain detailed and accurate records of all customer interactions and transactions in the company database
• Coordinate with internal departments including sales, logistics, and operations to ensure customer requirements are fulfilled
• Support the preparation and verification of export documentation including invoices, packing lists, and certificates of origin
• Assist with customs and regulatory compliance matters for international shipments
• Build and maintain strong relationships with customers to enhance customer satisfaction and retention
• Meet and exceed key performance indicators including call handling times, customer satisfaction scores, and order accuracy targets

Job description

Key Responsible

1. Handle inbound and outbound customer enquiries via telephone, email, and other communication channels relating to export orders and shipments

2. Process export orders accurately and efficiently, ensuring all documentation is complete and meets regulatory requirements

3. Provide customers with timely updates on order status, delivery schedules, and logistics information

4. Resolve customer complaints and issues in a professional and courteous manner, escalating complex matters to management when necessary

5. Maintain detailed and accurate records of all customer interactions and transactions in the company database

6. Coordinate with internal departments including sales, logistics, and operations to ensure customer requirements are fulfilled

7. Support the preparation and verification of export documentation including invoices, packing lists, and certificates of origin

8. Assist with customs and regulatory compliance matters for international shipments

9. Build and maintain strong relationships with customers to enhance customer satisfaction and retention

10. Meet and exceed key performance indicators including call handling times, customer satisfaction scores, and order accuracy targets