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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 too 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 / emailAlert LCS that if the order value exceeds the existing authorised credit limit and policiesActively use system for understanding on customer specific information and requirementsFor each quote / order processed, ensure specific customer requirements are addressedFollow up with Supply Chain / LCS for any outstanding tasks that are unable to be completed in the same day. Ensure all tasks are accounted forHighlight improvements and process learnings to the team leads / managerParticipate and contribute in team discussion and trainingPerforming miscellaneous job-related duties as assignedAccept assigned rostered work on Saturdays and Public holiday in the mailbox management for LCSAccept assigned rostered overtime work, if requiredComply the standard process and protocolAccountabilities
This position will be measured against :
RFQ / PO response timeAgreed AOP and KPI’sWork process efficiencyMinimum numbers of transactions completed per dayQualifications Mandatory requirements
Candidate must possess at least a Diploma in any fieldsAt least 2 – 3 year(s) relevant work experience with order fulfilment / supply chain / logistic.Fluent in English - both writing, speaking and listeningRequired skill(s) : Computer Literate (Good in MS Office)Able to prioritize, customer oriented with excellent communication and interpersonal skills.Good planning and organising skillsGood analytical skills, attention to detail and meticulous.Ability to work independently with minimal supervision, positive attitude and a good team player.Able to meet deadlines through good time management and allocation of prioritiesDesire to succeed in a challenging environment and able to work under pressure.Pleasant character, resourceful & able to work with sincerity on own initiative.