Operations Support Executive

A global leader in crating, packaging, and logistics solutions is currently seeking a Operation Support Executive to be responsible for handling complex customer inquiries, mentoring junior staff, and improving service processes to enhance customer satisfaction

Job Responsibilities

• Assist HOD to handle end-to-end order management. Process customer order accurately and efficiently, including liaise 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.
• Coach and supervise a team of support and filed personnel while monitoring their performance to ensure smooth day-to-day operations.
• Participate in regular internal briefings to align on operational priorities and customer expectations.
• Monitor and oversee billing administration processes to ensure accuracy and timely invoicing for all relevant operations.
• Oversee the billing team to ensure verification of charges, resolve discrepancies, and maintain proper billing records.
• Build and maintain good relationships with customer ensure customer satisfaction. Proactively identify customer needs and suggest solutions to enhance their experience.
• Work closely with the internal team, Project Management and Sales Support teams to ensure the customer is served in alignment with the business direction.
• Monitor and analyse 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.
• Understand on the requirements for a QMS, including documented information, planning and determining process interactions.

Job Requirement

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