Customer Service Officer

Idemitsu Lube (Singapore) Pte Ltd; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading lubricants company based in Singapore is seeking an individual to manage overseas customer accounts, ensuring accurate order handling and shipment coordination. The role involves proactive communication with customers regarding delivery schedules and managing stock availability. Ideal candidates will have experience in logistics and customer service, and must be detail-oriented to enhance operational efficiency. This position offers opportunities for digital process improvements and collaborative teamwork.

Responsibilities

• Manage overseas customer accounts to ensure timely and accurate order handling.
• Process customer orders, issue sales order forms, and input data accurately into the system.
• Raise purchase requisitions when necessary and ensure timely internal approvals.
• Liaise with Purchasing, Production, and Warehouse on stock availability and delivery planning.
• Communicate proactively with customers regarding delivery schedules, shipment status, and potential delays.
• Arrange and confirm transportation and forwarding bookings for all outgoing shipments.
• Verify and confirm flight or vessel schedules, ensuring customers are promptly informed.
• Coordinate with warehouse personnel to confirm that shipments are collected by the appointed forwarder.
• Monitor and follow up on outstanding and overdue accounts receivable, escalating when necessary.
• Report and follow up on short shipments, damages, or missing cargo for insurance claim processing.
• Maintain and update all shipping documents and tracking reports, providing shipment visibility and highlighting any risk of delay or stock shortage.
• Support monthly reporting, pricing, and shipment cost analysis.
• Review and improve SOPs to enhance operational efficiency and ensure alignment with affiliate and internal processes.
• Support digital process improvements through workflow automation, Power BI dashboards, and data-driven reporting.
• Collaborate with affiliates and internal teams by streamlining communication and improving service performance.
• Continuously enhance customer relationships through proactive support and efficient service delivery.
• Perform other tasks as assigned by Management.

Job description

DUTIES AND RESPONSIBILITIES

1. Manage overseas customer accounts to ensure timely and accurate order handling.
2. Process customer orders, issue sales order forms, and input data accurately into the system.
3. Raise purchase requisitions when necessary and ensure timely internal approvals.
4. Liaise with Purchasing, Production, and Warehouse on stock availability and delivery planning.
5. Communicate proactively with customers regarding delivery schedules, shipment status, and potential delays.
6. Arrange and confirm transportation and forwarding bookings for all outgoing shipments.
7. Verify and confirm flight or vessel schedules, ensuring customers are promptly informed.
8. Coordinate with warehouse personnel to confirm that shipments are collected by the appointed forwarder.
9. Monitor and follow up on outstanding and overdue accounts receivable, escalating when necessary.
10. Report and follow up on short shipments, damages, or missing cargo for insurance claim processing.
11. Maintain and update all shipping documents and tracking reports, providing shipment visibility and highlighting any risk of delay or stock shortage.
12. Support monthly reporting, pricing, and shipment cost analysis.
13. Review and improve SOPs to enhance operational efficiency and ensure alignment with affiliate and internal processes.
14. Support digital process improvements through workflow automation, Power BI dashboards, and data-driven reporting.
15. Collaborate with affiliates and internal teams by streamlining communication and improving service performance.
16. Continuously enhance customer relationships through proactive support and efficient service delivery.
17. Perform other tasks as assigned by Management.