Fulfilment Executive

2 weeks ago

Shah Alam, Malaysia Lapasar.com Full time

**Job Primary Responsibilities**:1. Assist to be a front liner/customer service representative in Lapasar’s live chat**:platform. Responding promptly to customer inquiries.

2. Help to understand and resolve the issue/enquiry/questions/complaints, if possible, solve it on the spot or create a ticket if not possible to resolve immediately.

3. Maintaining a positive, empathetic, and professional attitude toward customers at all times.

5. Knowing our procedures inside and out so that you can answer questions.
6. Keeping records of customer interactions, transactions, comments, and complaints.
7. Communicating and coordinating with colleagues as necessary.
8. Providing feedback on the efficiency of the customer service process.
9. Ensure customer satisfaction and provide professional customer support.

**Fulfillment Responsibilities**:
1. Ensure the Purchase Orders are being accepted by vendors below 48 hours. In any case that the vendor is unable to deliver the order but the reason is within the acceptable from Lapasar side, must make sure to provide the alternative to the client as a replacement.

2. Ensuring that orders are being GR’d on a timely basis, whereby the KPI is to ensure that:

- POs status where the order has been delivered and the PO is more than 4 weeks old.
A maximum of 20 orders can be overdue in that manner at all times (excluding
Mesh)
- POs where the order has been delivered and the PO is more than 6 weeks old. No orders can be overdue in that manner (excluding Mesh).
- Ad-hoc Fulfillment and Customer Service Tasks

3. Ensuring Fulfillment and Customer Service Tasks are handled such as but not limited to:

- Answering of chats or phone calls of clients or vendors and assisting them in solving their inquiries
- Workflow management support
- Make sure the vendors are updating their delivery method and signed DO
- GR calls or other calls to users or vendors to smoothen the fulfilment process
- Vendor Calls
- Dispute resolutions
- Provide the Petronas PO from SMART GEP upon requested in live chats
- Assist to lodge the system issues in Azure and ensure the completion of the case

4. Client communication - Keep clients informed and updated verbally and in writings as and when required via high-level reports and updates.

5. User activation and reactivation:

- Target by activation and reactivation calls made per week - target to be advised
- Tracking of new users activated (made first purchase) - target to be advised

6. Updates to Superior:

- Weekly update meeting in person.
- Run through all clients/vendors status
- Any other happenings: key problems, key happenings.

**Communication Loop**
Corporate Team Lead. The Management PIC and Corporate Team Lead are to be Cc’d without exception.

**Reporting**
Ensure to prepare any other reports requested by any stakeholders which could be bi-weekly, monthly or ad-hoc reports.

**Ad-hoc Tasks**
1. Upon discretion of the Corporate Team Lead and upon consideration of the workload, the Assistant Corporate Lead may be required to complete any other procurement related tasks.
2. Assist in planning and coordinating meetings, discussions and presentations between departments or vendor or client when necessary
3. Assist with the client/vendor training/webinar.

**Salary**: RM2,500.00 - RM3,000.00 per month

**Benefits**:

- Free parking
- Health insurance
- Maternity leave
- Opportunities for promotion
- Parental leave
- Professional development

Schedule:

- Monday to Friday

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