Customer Service Coordinator (B2B/SCM)

<Job Profile Summary Description>

• The key role of this position is to organize and coordinate shipments from factories to S&M warehouses to end customers.
• Key job-scopes including (1) Coordinating with 3rd party services providers, (2) Order processing, (3) Co-coordinating with different parties e.g. factories, finance, sales team and customers.

<Principal Accountabilities>
Order Processing for Customers

• Coordinate with factories & 3rd party warehouses to arrange accurate and prompt deliveries for the finished goods to end customers according to customers’ requirements.
• To liaise with Taiwan local customers for order taking and monitor the IMS target.
• Manage and arrange delivery of finished goods to customers in FIFO or in special shelf-life allocation.
• Preparation of shipping documents e.g. packing list for replenishment / order confirmation / delivery notes for local deliveries / and etc.

Stocks Return

• Be able to define the return reason via liaising with sales team and customers
• Preparation of related documents for executing the return process, such as signed return order from, sales return form and etc.
• Liaise with 3rd party warehouse for pickup according to customers’ request
• Ensure the final return Qty tallies with initial requested Qty based on warehouse receiving reports
• Return SKU reconciliation vs. initial product production month
• Generate the credit note from SAP system with sales return type

Supply Operation and Compliance

• Coordinate with 3PL logistics service providers for order processing and daily operations, ensuring on-time delivery.
• Ensure supply processes comply with Group Compliance Policy, including adherence to approved MFs for supply terms such as consignee, pricing, and delivery terms. Manage updates to MFs as needed for any changes related to supply stock and coordinate the necessary approval process.

Stock Reconciliation

• Be able to generate monthly stock reports from SAP for respective markets
• Do the stock reconciliation to ensure SAP stocks qty tallies with 3PL warehouse reports. The matching will be down to Batch against RSKU level. Make necessary adjustment through approved process
• Prepare monthly stock balance report for respective function review

Perform Stock Take

• Perform regular stock take at 3rd party warehouses including annual blind count
• Ensure the physical stock qty tallies with 3PL stock balance reports, figure out the difference and do the system adjustment if needed.
• Ensure 3PL stock balance reports tally with SAP stock balance reports
• Ensure monthly closing complete accuracy and timely.

Stock Replenishment

• Liaise with factories for stock replenishment
• Preparing necessary documents to respective 3PL warehouses to process the Customs Clearance / receiving process
• Execute inventory posting and adjust the actual receiving stocks condition in SAP and report to markets

Warehouse Audit

• Perform Imperial warehouse internal audit independently, finalize the audit report and follow up actions with 3PLs
• Support market to complete external warehouse audit annually with auditor and find out different/issue if any
• Support global team to organize with 3PLs and lead Imperial supplier - insurance team to complete warehouse visit and confirm the actions to be monitor

Finished Goods Write-Off / Destruction process

• Coordinate with sale team / finance / 3rd party warehouse / tax officer to finalize the details for destruction
• Be able to perform stock destruction whenever necessary at 3rd party warehouses
• Be able to answer whenever related parties have questions on the destroyed stocks

Other tasks

• Reconcile logistics fees against actual deliveries and process approvals accordingly.
• Manage customer complaint / trouble shooting /CIS submission
• Data Analysis / Project involvement
• Coordinate with finance department on invoices / payments.