Warehouse Customer Service Executive (Welcome SPM Holder)

Warehouse Customer Service Executive (Welcome SPM Holder)

Process customer orders accurately in the system (ERP / WMS).

Coordinate with warehouse team for picking, packing, and delivery scheduling.

Ensure all orders meet customer specifications and delivery deadlines.

Follow up closely on urgent, delayed, or special orders.

2. Customer Communication

Handle customer inquiries and feedback via phone, email, or WhatsApp in Mandarin, English, and Malay.

Provide timely updates on order status, stock availability, or delivery progress.

Communicate clearly on issues such as stock shortages, delays, or damages.

Escalate unresolved complaints to supervisor or management.

3. Documentation & Reporting

Prepare and check Delivery Orders (DOs), Invoices, and Packing Lists.

Ensure all shipment documents are complete and accurate.

Assist in maintaining daily order tracking and QC documentation.

Support preparation of weekly operation or customer reports.

4. Coordination with Internal Teams

Liaise with warehouse, QC, and transport teams to ensure smooth workflow.

Work with purchasing and sales departments to resolve stock or order discrepancies.

Communicate customer requirements clearly to operation teams to minimize errors.

5. Operational Efficiency

Maintain accurate order entry to prevent shipment and billing errors.

Monitor and update pending, returned, or cancelled orders in the system.

Identify process gaps and propose improvement for faster response and better accuracy.

Assist in system updates and workflow standardization for warehouse efficiency.

Handle return, exchange, or replacement requests following SOP.

Coordinate with QC to inspect returned goods and update system records.

Communicate final resolution to customers promptly.

Requirements

Minimum SPM / Diploma in Business, Logistics, or related field.

Minimum 1 year experience in warehouse, logistics, or customer service roles.

Proficient in Microsoft Office (Excel, Word); knowledge of ERP / WMS preferred.

Strong communication, coordination, and problem-solving skills.

Detail-oriented, organized, and able to work in a fast-paced environment.

Willing to work overtime or weekends when necessary.

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