Customer Service Officer
Job Summary
The Customer Service Officer will oversee order processing and provide support to both retail partners and direct-to-consumer customers. The role involves coordinating shipments, managing inquiries, and liaising between internal teams like Sales and Operations. This position requires strong communication skills and the ability to maintain efficient service standards across multiple sales platforms.
Responsibilities
- Coordinate retail orders and shipments
- Manage customer inquiries and delivery issues
- Maintain relationships with retail partners
- Process invoices and fulfillment orders
- Track customer feedback and program engagement
Required Skills
- Strong verbal/written communication
- Proficiency in English, Mandarin, Cantonese, and Malay
- Organizational and problem-solving skills
- E-commerce platform experience (Shopify, Shopee)
- Experience with order management/logistics
Job Details
Job Responsibilities:
- Coordinate retail partners' orders and shipments efficiently.
- Build strong relationships with retail partners through effective communication and support.
- Act as a key point of contact between customers and internal teams (Sales, Operations, Finance).
- Manage customer inquiries and resolve delivery-related issues.
- Handle retailer inquiries regarding pricing, stock, and delivery updates.
- Support direct-to-consumer (DTC) customer queries.
- Prepare next-day shipments with the warehouse team.
- Update and maintain the Shopify platform backend.
- Manage the customer rewards programme (Eber) for DTC customers.
- Fulfill sales orders on platforms including Shopee, RedMart, Amazon, and Grab.
- Manage shipping partner communication and coordination.
- Process invoices and delivery orders in collaboration with Finance and Operations teams.
- Handle product exchange requests according to company policy.
- Monitor and resolve failed deliveries and urgent order changes.
- Utilize Sleek software to track and manage customer feedback.
- Perform relevant finance admin tasks and ad-hoc duties.
Skills and Experience Requirements:
- NITEC, A Levels, or Diploma and above.
- Strong communication, interpersonal, and organizational skills.
- Proficiency in written and spoken English.
- Ability to speak Mandarin and Cantonese to handle counterparts in China and Hong Kong.
- Understanding of Malay for interaction with regional partners.
- Proactive, problem-solving, and customer-oriented attitude.
- Ability to work both independently and within a team.
- Minimum of 1 year experience in customer service (preferred).
- Familiarity with order management and logistics processes.
- Experience with e-commerce platforms (Shopify, Shopee, etc.).
- Basic understanding of accounting and inventory platforms (NetSuite Oracle preferred).