APAC Customer Care Executive (1 Year Contract)

The Body Shop; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading company seeks a Customer Care professional to manage supply-related queries and order processes. This role involves collaborating with various internal teams to ensure accurate and timely delivery while maintaining data integrity. Ideal candidates will have a strong background in customer service and efficient order management.

Qualifications

• Experience in customer service and order management in a retail environment.
• Strong understanding of data accuracy and fulfillment processes.
• Ability to collaborate with internal teams effectively.

Responsibilities

• Act as the first point of contact for market supply-related queries.
• Accurately process market orders and maintain data integrity.
• Drive improvement in order fulfillment to meet KPIs.

Skills

Relationship Management

Order Processing

Data Integrity

Reporting

Job description

Customer Care

• Act as the first point of contact for market supply-related queries.
• Build and maintain strong relationships with markets, committed to provide high quality service.
• Collaborate effectively with internal stakeholders to meet objectives and ensure smooth operations by managing and resolving queries promptly.
• Accurately and timely process market orders

Order Management

• Order receipt: Verify order accuracy for both forecasting and non-forecasting markets. Handle ad-hoc market orders and request for supply availability checks to facilitate smooth order execution.
• Registration: Check with markets on registration status, and coordinate with master data team for updates in system.
• Pricing: Work with commercial team to update pricing in system for order processing.
• Data integrity: Maintain data accuracy, including managing substitutions, OTC change, discontinuation lines and deployment.
• Order Process: Process orders in line with market’s requirements, regulatory standards and shipping schedules. Focus on increasing the likelihood of successful despatch by proactively maximizing orders, identifying and resolving challenges, while collaborating closely with the DC team to address shipping issues and meet despatch deadlines.
• Order Tracking: Review opportunities to fulfil backorders. Allocate BME orders from FSS to SAP, ensuring accurate data transfer. Track backorders hitting M+3 and inform markets to replan accordingly.
• Service levels: Drive improvement in order fulfillment to meet KPIs by analyzing open orders, maintaining data quality and optimizing available stock.
• Reporting: Communicate fulfillment status, open order reports, FSS reports and cross-line reports to markets.
• Post-Despatch Support: Handle post-despatch inquiries, address shipment discrepancies and quality control (QC) issues promptly to ensure timely resolution. Log and validate claims for QC, shortages, overages, and damages, following up and processing discrepancies and QC claim settlements.

Task & Process Management:

• Process bank documentation for high-risk markets.
• Prepare for and attend monthly market S&OP for top 4 markets.
• Conduct regular check-ins with smaller markets to resolve queries, ensure alignment and offer necessary support.
• Handle air freight requests with shipping team and markets.
• Perform other Ad-hoc duties as needed

Working Relationships & Interfaces (where applicable):
Internal

• BSI DC01
• APAC Data Process
• APAC Forecasting
• BSI Commercial
• APAC BM
• APAC Finance
• BSI Finance
• BSI Global Master Data
• BSI Regulatory

External

• Franchise Markets

Others

• Responsible for maintaining the ethical standards of The Body Shop including minimising the environmental, health and safety risks in the workplace. Report potential risks, real accidents and near misses to relevant managers.
• Champions, supports and participates in The Body Shop’s Values and Campaigns.