Operation Support Executive

Our client is a leading global company specializing in custom packaging, crating, logistics, and supply chain solutions. With operations across North America, Asia, and Europe, our client specializes in delivering end-to-end services that protect high-value products and support efficient global distribution.

As an Operation Support Executive, you will lead the Operation Support team and ensure exceptional service delivery. You will be responsible for handling complex customer inquiries, mentoring junior staff, and improving service processes to enhance customer satisfaction. You will act as a key point of contact for escalated issues and work closely with cross-functional teams to drive service excellence.

Responsibilities

• To handle end-to-end order management. Process customer orders accurately and efficiently, including liaising with Material Planner, Production, and Logistics Team to ensure customer’s order is being handled and arranged accordingly.
• Proactively update customer on order status and changes via email / phone.
• Serve as the primary contact window between packers and customers, ensure packer manpower is arranged efficiently. Monitor actual pack on-site hour to ensure service charge is bill accordingly and packer working hour are plan as per Labor Law Act.
• Participate in regular internal briefings to align on operational priorities and customer expectations.
• Act as an escalation point for customer complaints and expedition requests, applying a problem-solving mindset. Demonstrate the ability to take appropriate action to address customer pain points, including but not limited to escalating issues to higher levels when necessary.
• Build and maintain strong relationships with customers to ensure customer satisfaction. Proactively identify customer needs and suggest solutions to enhance their experience.
• Work closely with the Project Management and Sales Support teams to ensure the customer is served in alignment with the business direction.
• Provide technical support for engineering related inquiries. Work closely with Engineering team to communicate customer feedback and product improvement.
• Monitor and analyze Operation Support process and develop improvement plan to enhance internal process flow and quality of customer service.
• Follow up on outstanding issues with internal teams to ensure prompt closure.
• Prepare monthly / weekly / daily report.

The Ideal Candidate

Only shortlisted candidates will be notified.

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