JOB PURPOSE

The Customer Service Specialist is focused primarily on ensuring that all the sales support and service activities are well-coordinated and completed within prescribed process guidelines in support of the sale branches. The role includes embarking on program initiatives targeted at meeting the demands / requirements of our customers and thus satisfy their needs.

PRINCIPAL ACCOUNTABILITIES

1. Effective day to day customer service operation to support the pre and post shipment requirements of the sales branches.

2. Customer backlog management with aim of maintaining backlog integrity through systematically reviewing and addressing all backlog issues encountered on a weekly basis.

JOB CONTENT

1. Daily TOPs driven sort code requirements as related to the Customer backorder assigned.

2. Weekly management of the Customer backorder report with a turnaround time of 24 48 hours for a complete review.

3. Perform OMA upload based on the changes in the managing the Customer backorder report.

4. Shipment process & coordination in MLT, Shipment out of Consol, Freight upgrade and Drop-shipment including shipment out of MADC & EMEADC.

5. Work and assist the Sales team in managing their Customer pre & post shipment in area of Warehouse & Shipping instructions (WHI), short or over shipment claim, Proof of Delivery (POD).

6. Assist the Sales team in managing Credit Note and RMA request associate to errors driven by Customer or Future team as its related to the Customer backorder.

7. Act as Customer interface on delivery issue on their backlog when ISR are not available to attend to their request.

8. Support and drive the requirements generate by Customer account BCR report as its relate to fulfillment of bonded parts in their BIM program.

9. Ensure knowledge and compliance with all APFSC & Corporate SOPs as related to their needs to complete the task.

10. Escalate all their issues or challenges in fulfilling their assigned task to their CSS management in the most appropriate timeline to seek guidance on resolution.

11. Support assigned back-up of Customers when other team members are out of office.

REQUIREMENTS

Minimum requirements: College graduate or equivalent.

Minimum requirements: 2 years experience in a customer service capacity or equivalent

Accurate data entry skills

Proficiency in Microsoft Office Applications especially in Excel

Good oral and written communication skill

Pleasant and patient personality with excellent service mindset

Basic knowledge and understanding of transportation modes (air and ocean)

Good interpersonal skill with a high level of initiative and drive