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Central Customer Service Coordinator

1 month ago

Kuala Lumpur, Malaysia Wilhelmsen Full time

Join our global team for a career filled with opportunities to solve challenges both small and large, local and global, simple and complex.

Job title : Central Customer Service Coordinator
- 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.
- Alert LCS that if the order value exceeds the existing authorised credit limit and policies
- Actively use system for understanding on customer specific information and requirements
- For each quote / order processed, ensure specific customer requirements are addressed
- Follow up with Supply Chain / LCS for any outstanding tasks that are unable to be completed in the same day. Ensure all tasks are accounted for
- Highlight improvements and process learnings to the team leads/ manager
- Participate and contribute in team discussion and training
- Performing miscellaneous job-related duties as assigned
- Accept assigned rostered work on Saturdays and Public holiday in the mailbox management for LCS
- Accept assigned rostered overtime work, if required
- Comply the standard process and protocol
- Accountabilities
- This position will be measured against:
- RFQ/PO response time
- Agreed AOP and KPI’s
- Work process efficiency
- Minimum numbers of transactions completed per day
Qualifications
Mandatory requirements
- At least 2 - 3 year(s) relevant work experience with order fulfilment/supply chain/logistic.
- Fluent in English - both writing and speaking
- Required skill(s): Computer Literate (Good in MS Office)
- Able to prioritize, customer oriented with excellent communication and interpersonal skills.
- Good planning and organising skills
- Good analytical skills, attention to detail and meticulous.
- Ability to work independently with mínimal supervision, positive attitude and a good team player.
- Able to meet deadlines through good time management and allocation of priorities
- Desire to succeed in a challenging environment and able to work under pressure.
- Pleasant character, resourceful & able to work with sincerity on own initiative.

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