Customer Service Junior Coordinator HK

Job title : Central Customer Service Junior Coordinator HK

Purpose

To process Customer’s Request for Quotation (RFQs) and Purchase Order (POs) in the Global Customer Service (GCS) mailbox.

To ensure all enquiries within the mailbox are attended to within the agreed SLA.

To provide administrative support to the GCS and LCS (local customer service) team.

May receive assignments from senior support personnel as required.

Main responsibilities and tasks

• Accept task from the group mailbox queue and process customer request for quotes (RFQ) and customer purchase orders (PO).
• Ascertain the urgency of transaction based on ETA (Estimated Time Arrival) / Port / Type of customer. For urgent transaction, needs to be completed ASAP or highlighted to LCS if unable to be completed within the agreed timeline.
• Keep LCS informed of any irregularities related to RFQs or POs of their customers in the note / email.
• Alert LCS that if the order value exceeds the existing authorised credit limit and policies.
• Actively use system for understanding on customer specific information and requirements.
• For each quote / order processed, ensure specific customer requirements are addressed.
• Follow up with Supply Chain / LCS for any outstanding tasks that are unable to be completed in the same day. Ensure all tasks are accounted for.
• Highlight improvements and process learnings to the team leads / manager.
• Participate and contribute in team discussion and training.
• Performing miscellaneous job-related duties as assigned.
• Accept assigned rostered work on Saturdays and Public holiday in the mailbox management for LCS.
• Accept assigned rostered overtime work, if required.
• Comply the standard process and protocol.

Accountabilities

This position will be measured against :

Qualifications

Mandatory requirements

Please note that all positions at Wilhelmsen are subject to reference and ID checks. For certain roles, additional background screening may be required.

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