Representative, Customer Service and Support

Operational

• Monitor and analyze order fulfillment metrics such as order cycle time and order accuracy; take corrective actions to rectify service level provided where necessary.
• For selected staff, support Vendor Logistics Program to secure new businesses and deepening business relationships with current customers.

Stakeholders Management

• Provide excellent customer service at all times and address any customer
• concerns or issues in a timely and professional manner.
• Communicate effectively with customers to ensure that their orders are fulfilled
• to their satisfaction and their expectations are met.
• Continuously identify service gaps, give recommendations and implement
• solutions to enhance greater customers’ satisfaction.
• Develop and maintain strong relationships with customers to promote repeating
• business and customer loyalty.
• Work collaboratively with cross-functional teams to achieve common goals and
• objectives.
• Communicate effectively with internal and external stakeholders to ensure that
• customer orders are fulfilled efficiently and accurately.
• Maintain and build strong relationships with vendors and suppliers.

Insights and Reporting

• Generate and analyze reports on order fulfillment metrics and identify areas for
• improvement.
• Identify areas for improvements in current processes and provide suggestions
• for improvements.
• Work with Supervisor/Manager to execute initiatives to improve order fulfillment
• processes and increase efficiency.
• Prepare performance metrics and other relevant data for Supervisor/Manager's
• presentation to key stakeholders; ensure periodic variances are explained and
• accounted for timely and accurately.