Customer Service Associate

Job description

Purpose of Job:  

Reporting to the Customer Service Manager, the ideal candidate is responsible for managing the order fulfillment process for a group of assigned customers within the South and North Asia Pacific (SNAP) Hub and the Global Travel Retail (GTR) portfolio, ensuring consistent and good service levels are being delivered both internally and externally in a timely manner. The candidate is also expected to contribute to driving new process improvement initiatives as appropriate and help improve ways of working and/or update SOPs within their areas of work for knowledge management purposes.


Principal Responsibilities:

a.       Act as the key interface between multiple stakeholders to ensure smooth execution of Order to Cash (OTC) flow

b.       Responsible for accurate and efficient processing of Customer’s Purchase Orders

c.        Work closely with Planning, Sales, Marketing, Customer on forecast, allocation, backlog management and delivery scheduling of both Trading and POS items.

d.       Monitor customer’s order shipment plans and liaise closely with 3PL for accurate and timely delivery arrangement, custom clearance and other logistics matters

e.       Provide excellent customer service and sales support relating to orders, inventory availability, invoices and any other related queries

f.         Analyze and prepare data for management reports

g.       Ensure all internal processes are followed and aligned with compliance

h.       Involvement in department projects and other ad-hoc duties as assigned



Level of Education and Experience Required:

  • Bachelor Degree
  • Minimum 3 years working experiences in Customer Service/Order Fulfilment/Sales Support, preferably in FMCG industry
  • Experience in SAP, basic computer knowledge in general and proficient in Microsoft applications


Knowledge & Skills:

  • Familiar with supply chain/logistics flows, have good knowledge on incoterms and Import/Export shipments arrangement, Certificates of Origins
  • A high degree of ownership and commitment, self-motivated, responsible and work fast independently and in a team

·       Meticulous with an eye for details, strong analytical skills

·       Be process minded – comfortable following a process and contribute ideas for improvement

·       Be open-minded – highly adaptable to changes for improvement

·       A team player that is able to articulate opinions objectively and constructively which align with the business needs, support information sharing

·       Forward-thinking – identify potential risks and take proactive measures when necessary

·       Strong interpersonal and communication skill to be able to interact effectively with a very diverse group of stakeholders with different cultures and background


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Asia - Other country
Supply Chain/ Purchasing
Type of contract
Permanent contract
Education levels
Bachelor's Degree
3 - 4 years

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