Customer Success Specialist — Sleep Solutions & Orders

Tempur Sealy International; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

Tempur Sealy International is seeking a Customer Success Specialist - Internal in Singapore to support our CS team. You will respond to customer emails promptly, handle hotline enquiries via WhatsApp and SMS, and follow up on CS cases to ensure service excellence.

You will manage orders in D365 and POS, coordinate deliveries, verify documents, and reconcile stock against sales records. You will liaise with RSAs and retailers, perform stock Takes and ensure timely order fulfilment.

Responsibilities

• Respond to CS emails promptly (check and reply email 3 times a day)
• Attend CS hotline enquiries, WhatsApp and SMS
• Follow up on CS cases, update CS files and create JO for service excellence
• First point of contact for all delivery issues
• Follow up on delivery confirmation for customers who did not reply to automated SMS
• Create and process all orders in D365 and POS accurately and timely
• Process requests for rush orders, review pending orders and handle internal and external customer requests
• Check for document completeness and ensure POS orders are entered in D365
• Tally daily transactions from Department stores and F&B; reconcile PO with SO
• Resolve discrepancies with retailers and revise POs as needed
• Coordinate stock transfer documents and backend POS system updates
• Prepare delivery summaries and verify stock availability against D365
• Match Department stores and F&B POs with sales slips and save in SharePoint
• Order local bed frame supplies and ensure timely delivery to warehouse
• Liaise with suppliers on product or quality issues
• Conduct periodic stock takes and ensure stock accuracy across stores
• Participate in stock takes for retail stores and perform reconciliations
• Possibly include home assessment when necessary
• Other assignments as needed

Job description

Tempur Sealy International is seeking a Customer Success Specialist - Internal in Singapore to support our CS team. You will respond to customer emails promptly, handle hotline enquiries via WhatsApp and SMS, and follow up on CS cases to ensure service excellence.

You will manage orders in D365 and POS, coordinate deliveries, verify documents, and reconcile stock against sales records. You will liaise with RSAs and retailers, perform stock Takes and ensure timely order fulfilment.