Customer Care Executive

Lives Group; Singapore; Sur place; SGD 36 000 - 60 000; Plein temps

Résumé du poste

SPD Scientific Pte Ltd, located in Singapore, is seeking a Customer Service Executive to manage all aspects of customer support, order processing, and shipment coordination. You will engage with customers across channels, ensure timely responses, and work with warehouse and logistics to fulfil orders.

The role emphasizes SOP alignment, process improvements, and KPI achievement within a contract-based framework.

Qualifications

• Experience in customer support and order processing.
• Ability to coordinate with warehouse and logistics teams.
• Comfort with multi-channel communication (phone, email, chat).

Responsabilités

• Oversee customer support operations and handle inquiries, orders, deliveries, and order management.
• Respond promptly and professionally to inquiries via phone, email, chat and other channels; provide accurate information.
• Follow up with customers on order, delivery status and stock availability.
• Coordinate key accounts programs with sales team to nurture relationships.
• Process customer orders accurately and adhere to protocols and timelines.
• Coordinate shipment arrangements with warehouse/logistics and prepare required documents.

Description du poste

- 4 Years

Contract

Job Description

Group Company: SPD Scientific Pte Ltd

Designation: Customer Service Executive

Primary Responsibilities:

The Customer Care Executive oversees and manages all aspects of customer support operations, including handling customer inquiries, processing orders, managing deliveries, and overseeing order management processes.

• Respond promptly and professionally to customer inquiries via phone, email, chat, and other communication channels, providing accurate information and resolving issues effectively.
• Communicate and follow-up with customers regarding order, delivery schedules and status.
• Manage enquiries such as stock availability.

2. Customer Relationship Management

• Coordinate the key accounts program in collaboration with the sales team, nurturing and managing customer relationships.

3. Order Processing

• Process customer orders accurately and efficiently, ensuring adherence to established protocols and timelines.
• Coordinate with the warehouse and logistics teams to prioritize and fulfil orders based on inventory availability and shipping requirements.
• Resolve order discrepancies or issues promptly and effectively, ensuring customer satisfaction.

4. Shipment Management

• Perform shipment coordination & documentation for exports and drop shipment orders with inter-companies and overseas customers.
• Make shipment arrangements based on the most cost effective and efficient logistics partners and routes.
• Provide with the necessary documents where required. (e.g. Certificate of Analysis / Compliance and end user license etc).

5. Compliance and Best Practices

• Review and update all relevant SOPs (new and/or existing) as assigned.
• Identify opportunities for process improvement and workflow optimization.
• Establish and maintain an efficient reporting system to minimize operational errors and promote cost-saving strategies, supporting a lean management approach.

6. Others

• Review and achieve agreed-upon KPIs.
• Perform other projects & duties as and when assigned.

Job Snapshot

Updated Date

23-01-2025

Job ID

LIVESGROUP_160

Department

Customer Care

Location