Customer Service Coordinator (Contractor)

1. Order management

Accountable for the life cycle of a customer order, ensure on-time & in-full delivery and accuracy of sales order quantity and pricing.

To provide Sales Team and Customers with information on order and delivery status, stock availability, backorders, customer credit status, and late payment.

Manage and enhance relationships and processes both internally and externally with customers.

Process payment for trade promotion program, tool of trade allocation accurately and on-time.

Implement initiatives to achieve KPI metrics, including Case Fill Rate (CFR) and order processing accuracy.

2. Customer complaints handling

Efficiently and effectively address all customer complaints in accordance with company policies.

3. Reporting

Responsible for daily CFR report and analyze reasons for shortages in customer purchase orders and failed deliveries.

Collaborate with stakeholders to implement actions aimed at improving service levels by enhancing CFR.

Support Sales Team with routine sales reports such as Month-to-Date (MTD) Sales and daily or weekly pending Sales Order reports

4. Team engagement

Proactively share new system/process knowledge and lessons learned from mistakes to enhance the team's overall quality

Assist and support other team members as needed

- Associate-degree or equivalent

- Minimum of 1 year of relevant work experience in Customer Service, Supply Chain, Order Management, or Sales Administration is preferred

- Proficiency in Microsoft Office applications (Word, Excel)

- Experience with ERP software (Oracle, SAP) is advantageous

- Strong customer service and communication skills

- Willingness to work overtime as required