Customer Service and Logistic Manager
1 month ago
**Basic Function**
The Order fulfillment manager leads a team that is accountable for the successful execution and fulfillment of program specific orders. Reporting to the Plant manager, an individual in this role is responsible for overseeing the results produced by his/her team, providing training and direction to employees, monitoring work quality and coaching on performance. This individual also applies a continuous improvement mindset, makes recommendations on process and/or system enhancements and propagates a continuous improvement culture across the team.
**Essential Duties and Responsibilities**
- Assist customers and Sales Representatives with any complaint, using the formal customer complaint process when appropriate.
- Participate in cross-functional, Company continuous improvement initiatives to improve customer satisfaction.
- Support the quote and order placement process to ensure accurate information is provided to the customer and/or order entry timely.
- Maintain product-specific database.
- Keep current with technological and competitive developments and customer portal sites.
- Participate in Operations meetings to ensure on-time order fulfillment.
- Participate in root cause analysis when order discrepancies take place.
- Support the department and their process standards as the lead trainer providing training to new customer service representatives.
- Provide support/guidance to the semi customer service team members on basic order entry tasks and confirmations on approved processes and standards.
- Manage the Logistics team to coordinate inbound and outbound logistics with freight forwarders, couriers and other carriers for movement of shipments including prepare export and customs documentation (Examples: commercial invoice, NAFTA certification, packing list, certificate of origin) as required.
- Facilitate timely customs clearance of imports by providing necessary information to carriers/brokers
- Serve as a SME regarding changes in policies, procedures, terms, government and industry regulations that impact Brooks Instrument and import and export order processing.
- Maintain Business Operating Procedures (Bops) as related to import/export compliance policy and procedure.
- Ensure accuracy of all Trade Compliance data fields in Customs report (HTS Code, Country of Origin) for existing items and newly created item masters.
- Perform monthly audits of import & export shipments Customs reports, and all documentation to ensure reasonable care practices are firmly followed and that compliance to government rules and regulations is evident.
- Review 3rd party freight payment supplier’s payment submission. Identify and initiate corrective actions to drive logistics cost savings.
- Investigate and resolve import / export discrepancies and customer complaints.
- Ensure all exports are screened for denied parties using MK Denial tool prior to shipment.
- Manage warehouse team to maintain incoming receiving, warehousing, FG packing and outgoing distribution operations by initiating, coordinating, and enforcing program, operational, and personnel policies and procedures.
- Ensure material handlers provide material to production clean room in a timely manner.
- Safeguards warehouse operations and inventory by establishing and monitoring security procedures and protocols.
- Controls inventory levels by updating inventory timely, adopting FIFO, conducting physical counts; reconciling with data storage system.
- Maintains physical condition of warehouse by planning and implementing new design layouts; inspecting equipment; issuing work orders for repair and requisitions for replacement.
- Ensure that security, safety, and cleanliness of the warehouse is in compliance with law requirements and strictly adheres to company’s BOP and guidelines.
- Other duties as assigned.
**Salary**: RM8,000.00 - RM10,000.00 per month
**Benefits**:
- Flexible schedule
- Health insurance
- Maternity leave
- Meal allowance
- Opportunities for promotion
- Parental leave
- Professional development
Schedule:
- Monday to Friday
Supplemental pay types:
- Performance bonus
- Yearly bonus
Ability to Commute:
- Simpang Ampat (required)
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